Manager of Customer Support, Guideline
Plan Sponsor Experience
$75.5-100k
Salary dependent on location. + Incentive Stock Options (ISOs)
Retirement plans for small business
Job no longer available
Retirement plans for small business
201-500 employees
Job no longer available
$75.5-100k
Salary dependent on location. + Incentive Stock Options (ISOs)
201-500 employees
Company mission
To help everyone arrive at a safe, secure retirement, whether they're a small business owner, an employee, or self-employed.
Role
Who you are
- This is the perfect opportunity for someone who loves scaling and leading high performing teams, reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the client experience
- We are looking for an experienced, analytical, and motivational leader to partner with Customer Success leadership and enable our team's full potential
- 5+ years experience in a client facing role, ideally in the SaaS or Fintech industry
- 2+ year experience managing a team of high performing individual contributors
- Experience with reporting and analyzing data, as well as delivering action plans against these results
- Experience leading and executing projects, with the ability to influence cross-functional stakeholders
- Proficient in Salesforce or other CRM tool (e.g., HubSpot, Kustomer, Copper)
- Exceptional communicator with a talent for managing conflict and de-escalating upset clients
- Flexible - we're moving fast, so the ability to constantly adapt to new conditions is a must
- Cultivates innovation and able to manage ambiguity
- Passionate about technology as well as experience in using technology to deliver client solutions
- Bachelor's degree
- Professional designations such QKA, C(k)P, QPA, CRPS preferred
What the job involves
- Guideline is seeking a Manager, Customer Support (Plan Sponsor Experience)
- In this role, you will be responsible for managing an inbound team of Account Coordinators
- You will have an opportunity to hire, coach and lead this growing team
- This role will report to the Director of Customer Support
- Manage a team of Account Coordinators, with a focus on meaningful development and professional growth through coaching and feedback for your direct reports
- Lead the daily activities of your team with minimal oversight, removing barriers and creating conditions for team success, while driving high employee engagement
- Identify, report, and continuously improve on team KPIs (e.g., time to first response, CSAT, time to resolution)
- Manage inbound coverage for phone and emails
- Implement strategic goals and execute on projects to improve the employee and client experience
- Collaborate with cross-functional stakeholders to optimize processes and create product enhancement aimed at improving the overall customer experience
- Manage client escalations in multiple channels, including phone, email and more
- Hire high performing team members
- Advocate for our clients with internal stakeholders
Our take
When businesses offer a 401(K) plan, a message is sent to employees and potential employees that their future is valued by their employer. However, small businesses are often left behind, being charged extortionate fees or ignored by 401(K) providers altogether, leaving many American families with no retirement savings and the potential of retiring into poverty.
Guideline spotted this oversight as an opportunity to jump in and offer small businesses an affordable 401(K). It generates income by charging each business a flat monthly fee per participant.
The company now manages retirement plans for hundreds of thousands of people in over 40,000 companies and has accumulated over $8 billion in assets under management. Benefits providers Intuit, Gusto, and Square all use Guideline as their 401(K) partners.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$200m
SERIES E
Jul 2020
$80m
SERIES D
Total funding: $339m
Company benefits
- Comprehensive medical, dental and vision plans—100% for employees, 70% for dependents
- Generous 401(k) match
- Paid time off + unlimited vacation days
- Paid parental leave
- Mental health coaching and therapy
- Learning and development stipend
- Cash referral bonus
- Commuter benefits
Company HQ
Downtown, Burlingame, CA
Leadership
Kevin Busque
(CEO)Majored in Computer Information Science at Fitchburg State University. Started out as an Advisory Unix Systems Administrator at IBM and then founded LinkedUp.net, an Open Source consulting company, in 1996. Acted as Chief Information Security Officer at the Institute for Health Metrics and was Director of IT at Humedica. Co-founded TaskRabbit in 2008, acting as its VP of Technology until 2015.
Mike Nelson
(CTO)Majored in Mechanical Engineering at the University of Southern Maine. Was Mobile Developer and CTO at TechStars-backed Accelgolf from 2007 to 2010. Joined SkillSlate as Rails Engineer and CTO, before being hired by TaskRabbit as Staff Engineer in 2012.
Jeremy Caballero
(Co-Founder & CPO)Started out as a Junior Programmer at Mail Boxes Etc. Worked as a Photographer and Videographer from 2007 to 2011, and then as a Freelance Digital Designer. Was Lead Designer at lifestyle adventure brand Targa Trophy before joining TargetSafety's UX team. Was made Lead Product Designer at TaskRabbit in 2012.
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