Manager, Customer Support (Plan Sponsor Experience)

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 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. This role will report to the Director of Customer Support.

What You Will Work On
We are looking for an experienced, analytical, and motivational leader to partner with Customer Success leadership and enable our team's full potential. This is the perfect opportunity for someone who loves building and leading teams, reporting key client metrics, handling client escalations, leading and executing impactful projects and continuously identifying opportunities to improve our client experience.

• 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

What We're Looking For

• 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

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.
Please speak with a recruiter for additional information regarding our tier locations and compensation philosophy

• Metro+: The base salary range for this position is $87,500-$100,000 annually

• Metro: The base salary range for this position is $75,500-$88,000 annually

• National:  The base salary range for this position is $75,500-$88,000 annually

In addition to base salary, this position is eligible for equity in the form of Incentive Stock Options (ISOs).

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are