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A leading financial services provider is looking for a Manager, Customer Support to oversee their Participant Support team. This role involves managing performance metrics and resolving customer escalations. The ideal candidate has over 5 years of client-facing experience, particularly in SaaS or Fintech, and will work in a dynamic environment focused on customer satisfaction. Competitive salary and benefits offered.
Guideline is seeking a Manager, Customer Support to join our growing Participant Support team. In this role, you will be responsible for managing a team of Participant Support Specialists. 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 Participant Success. This role is open to candidates in CA, OR, TX, and WA and will work either 9am-5pm Central Standard Time Hours or 9am-5pm Pacific Standard Time Hours.
The Team
Customer Success makes sure that our participants & customers have a great user experience. We are a high-energy group and work closely with the departments. The company relies on us to maintain customer satisfaction and high retention rate.
Guideline’s Participant Support Specialists are responsible for supporting all Guideline participants & savers across our 401(k), IRA, & SEP IRA products, and oftentimes can be the first interaction a participant has with Guideline.
What You Will Work On
What We’re Looking For
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.
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. These pay zones may be modified in the future.
The base salary range for this position is as follows:
In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs).
Benefits
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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Additionally, Guideline participates in the E-Verify program in certain locations, as required by law.
If you have a disability or special need that requires accommodation, please don’t be shy and contact us at peopleops@guideline.com.