Account Coordinator, Guideline
Mountain Time Zone
$65k
+ Equity in the form of Incentive Stock Options (ISOs)
Retirement plans for small business
Be an early applicant
Retirement plans for small business
201-500 employees
Be an early applicant
$65k
+ Equity in the form of 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
- The ideal candidate is empathetic, thrives in a fast-paced tech environment, and enjoys cross-team collaboration and knowledge sharing
- 2+ years of delivering outstanding customer experiences over the phone and email in the SaaS industry
- Priority given to candidates with customer-facing experience from the Payroll, Employee Benefits, or HR Tech space
- Demonstrated flexibility and ability to pivot quickly in response to changing priorities and company needs, ensuring seamless adaptation in a dynamic work environment
- Interest in financial services and the ability to stay up-to-date with industry and company trends and changes
- Skilled and effective communication; this role serves as a trusted advisor for customers, delivering clear and confident support across multiple channels, including email and phone
- Ability to work independently and remotely while maintaining high performance and work ethic, without a compromise in quality
- Strong understanding of technology and experience with relevant tools and CX platforms such as Salesforce, Intercom, Crisp, Zendesk, Freshdesk, Happy Fox, etc
- Experience with and knowledge of communicating customer feedback (VOC), including proactively identifying patterns to improve internal processes, systems, and customer-facing platforms
What the job involves
- This role will work closely with cross-functional teams, including Product, Engineering, and Sales, and report to our Manager, Customer Support
- Our new hire will work 9am-5:30pm Mountain Time Monday-Friday
- Provide best in class service to our Plan Sponsors through multiple channels; your day will involve switching between channels and prioritizing the busiest queue or the one requiring the most attention, which is typically live calls (phones)
- Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence, including asking open-ended questions and active listening
- Identify trends and potential issues early, sharing valuable insights with Product and Engineering teams to enhance our product suite
- Achieve and maintain benchmarks for call volume, total solved cases, and department-wide metrics such as customer satisfaction score (CSAT), average response time (ART), time to first response (TFIR), and time to first resolution (TFRES)
- Navigate and manage multiple product tools (Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira) effectively during calls and emails, ensuring organized and accurate handling of sensitive information
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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