Account Coordinator - Customer Success

Guideline works with small business owners who have the enormous task of finding the right type of retirement plan for their employees. With more than 57,000 businesses and several major partnerships including Gusto, Deel, and ADP, we're growing quickly and disrupting this convoluted and confusing industry by making it more transparent and fully accessible to everyone.  

Job Summary:
Our Account Coordinators are responsible for delivering a positive customer experience to Plan Sponsors throughout their entire relationship with Guideline. As an Account Coordinator, you will be responsible for providing prompt and accurate support to clients regarding questions about the Guideline platform, and will also assist with documentation, experience improvement projects, and other client-facing teamwork as needed.

The ideal candidate for this role has experience providing exceptional customer service through various channels, including phone and email, while maintaining a high level of professionalism and empathy. This role will serve as a trusted representative of the Guideline brand, carrying out the mission of helping everyone arrive at a secure retirement and will report to our Manager, Customer Support.

This role is open to candidates in CO, UT, and El Paso/Hudspeth Counties (TX); our new hire will work 9am-5:30pm Mountain Standard Time Monday-Friday.  

What you’ll do:

• Keep accurate records of client interactions, issues, and resolutions in our customer management system
• Collect and document client feedback, suggestions, and pain points, sharing them with our product and development teams to drive improvements
• Utilize internal resources, knowledge bases, and tools to respond to client inquiries and facilitate issue resolution quickly
• Stay updated on industry trends, our platform's updates, and financial technology developments to provide informed support
• Partner with other post-sale stakeholders to triage, understand, and solve customer issues promptly and effectively
• Respond to customer requests - identifying, researching, and communicating appropriate options for resolution in a timely manner
• Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives
• Work with existing Plan Sponsors (customers) to answer and resolve questions; your main goal will be to ensure that customer inquiries are responded to quickly and thoroughly
• You'll use multiple communication channels, including phone and email, to communicate with customers and our support ticketing software to document customer interactions
• Being on our customer service team’s front lines means you'll have unique insight and access to our customer's issues
• Use a consultative approach to tackle escalations and complex technical issues, by crafting customer-focused solutions, including asking open-ended questions and active listening
• 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
• Learn new products and have a desire to become a subject matter expert by creating and updating team resources, with an emphasis to improve the customer experience and process optimization

What you’ll bring:

• 2+ years of experience in Customer Success/Customer Service in a SaaS or startup space,  including direct experience with email and phone communication channels
• A passion for delivering exceptional customer service through active listening, rapport building, and timely communication
• Ability to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and change
• Proficiency in computer-based Customer Service support platforms such as Intercom, ZenDesk, FreshDesk, Salesforce Service Cloud or LiveChat
• Strong phone and written communication skills, with excellent problem-solving abilities and a proactive approach to handling escalations and technical issues
• Familiarity with customer support platforms and tools (e.g., SalesForce, Intercom/Zendesk, JIRA, G Suite)
• Responsible for communicating customer feedback (VOC) and proactively identifying patterns to improve internal processes, systems, and customer-facing platforms

Why Guideline
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