Operations Associate - Customer Operations

Operations Associate - Customer Operations

Job Description

The Operations Associate role is a rare opportunity to support our customers behind the scenes to provide a seamless experience and to inspire confidence in the customer journey at Guideline.

We’re looking to improve our operation workflows with process improvements, scaling the business with technology and, hyper focused on eliminating manual work at the root.

This role is reporting directly to the Director of Client Operations.

The 140-person Customer Operations team includes Customer Success & Support, Operations, Government filings, and On & Offboarding.

This role is available as remote in CO, FL, ME, MD, MA, NC, TX, and WA.

Responsibilities

• Own day to day ticketing in Salesforce helping our customers onboard, change integrations and more
• Collaborate on customer questions and active operational projects with other teams
• Support internal clients and master Guideline's core platform and workflows
• Investigate errors to identify the cause of client issues and identify corrective actions
• Assist the Operations team in keeping our tools, systems, and SOPs updated
• Look for ways to improve processes including  internal tools and external product features
• Support larger company projects and products, such as account reconciliation and plan compliance
• Other responsibilities as assigned

Qualifications

• Driven, has a passion for completing tickets and ensuring we hit all timeliness metrics
• Self actuating and adaptive, willing to work through problems, self prioritize and escalate as needed
• Loves improving workflows through business systems including Salesforce, Asana, Jira, and Confluence 
• Intermediate knowledge of project management principles
• Comfortable collaborating and working with cross functionally
• Curious, enjoys  getting to the "why" and problem solving
• Experience with basic data and analytics tools; including BigQuery, Looker, Tableau, and Data Studio
• Intermediate to advanced Excel skills; including vlookup, index match and pivot tables
• Experience working with third-party payroll providers
• Bachelor’s degree preferred but not required

More about Guideline

Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Offer Package

The expected Salary Range for this position is $70,000 - $83,750 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional benefits:

• Flexible vacation policy
• Company equity
• 401(k) with matching contributions
• 100% paid employee insurance coverage
• Annual learning and development stipend
• Parental leave
• Sabbatical after 5 years of employment

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employment open to residents of CO, FL, MA, MD, ME, NC, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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Expected Salary Range$70,000—$83,750 USD