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Participant Support Specialist



Customer Service
United States
Posted on Thursday, May 30, 2024

Participant Support Specialist

The Team
Customer Success makes sure that our customers have a great user experience. We are a high-energy group and work closely with the departments in Customer Operations. The company relies on us to maintain customer satisfaction and have a deep domain knowledge of the Participant 401(k) experience at Guideline.

This is the perfect opportunity for someone who loves to troubleshoot and assist others with finding the best solution. You may not know what the answer is, but you will put in the effort and will stop at nothing to get to the bottom of things! You prioritize your workload and know nothing but Inbox Zero. Most of all, you enjoy working with others, you are confident, professional and excel in building relationships!

What You Will Work On
This individual will be responsible for serving as the go-to person for in-depth Tier 2 educational and technical participant inquiries, for the employees of the company that are enrolled in the 401(k) benefit. We are seeking a natural client advocate with technical affinity who will go to great lengths to provide clients with nothing short of a positive experience.

This is a perfect opportunity for someone who is naturally empathetic, genuinely loves helping people, exemplary phone communication skills and enjoys diving deep into our product for customer solutions.

- Support customers with multiple channels, including: email and phone
- First line of defense for customer technical issues and troubleshooting within our Product
- Daily management and organization of product tools such as Confluence, Jira, and Salesforce.
- Go-to person for the entire participant lifecycle at Guideline with an emphasis on Tier 2 support
- Part of the participant escalation path, handling sensitive issues or complaints and ensuring that our customers are supported and satisfied
- Act as the voice of our customers - identify trends and gaps based on communication and feedback from customers
- Collaborate interdepartmentally with sales, engineering, operations, and our in-house legal team in order to troubleshoot and help customers
- Report to Customer Support Manager

What We’re Looking For
- BA/BS degree
- 2+ years experience in customer care or success, relationship management, or FinTech
- Benefits and/or 401(k) experience a plus
- Results-driven with exemplary phone, listening, and writing skills
- Experience working with customers in a phone heavy capacity
- Experience with high volume work, including seasonality
- Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
- Creative and analytical problem-solving skills
- Strong prioritization and organization are innate skills
- Experience with customer support platforms and CRMs (JIRA, Salesforce)

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 salary for this position is $70,000 annually.

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 FL, MA, MD, ME, NC, and TX. 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.


Expected Salary Range
$70,000$70,000 USD