Back to jobs

Account Coordinator - Customer Success

United States

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
Our values serve as a compass that guides our decisions and are considered non-negotiable, especially when it comes to hiring. Together with our employees, partners, and customers, we live these values every day.  Everyone has hopes and dreams for the future, but it seems like only some of us are able to financially invest in them. That’s something we’ve made it our mission to solve - to help everyone arrive at a safe, secure retirement.

Whatever type of work you choose, whatever the size of your business.  We’ve done this by building the easiest, most affordable, most comprehensive platform for investing in your financial future.  It replaces doubt and fear with transparency, knowledge and understanding. It makes it possible, even enjoyable, to participate in a retirement plan as an employer, employee or partner.  Because when you know how to safely, smartly invest today, you’ll be able to do more of what you love when the future arrives. And that is something everyone should be able to look forward to.

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation; we are always evaluating our pay to be as competitive as possible.  The base salary for this position is $65,000 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 offered comprehensive benefits and perks to help support you and your family.

Health
  • Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
    • Opt-out credit for waiving coverage
  • Health Savings Account and Flexible Spending Account
  • Company paid disability and life insurance
  • Optional Voluntary life insurance
  • Mental health benefit navigation with Rula for employees and dependents
Parental Leave
  • Paid parental leave for birthing and non-birthing parents
Generous Time Off
401(k) Plan
  • We use our own platform and contribute 100% of employee contributions up to 5%
Other Benefits
  • 1-month paid Sabbatical after 5 years of employment
  • Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year

 

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.

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to peopleops@guideline.com.

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.

#LI-Remote

Expected Salary Range

$65,000 - $65,000 USD

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Which channels have you used to address and solve customer issues? *
Which platforms/tools do you have professional experience with? *
In your most recent role, did you have Key Metrics? *

If so, please select those you were measured on 

Select...
Select...

We require a candidate to reside in the state in which they will work prior to beginning the interview process;  this role is open to candidates in CO and El Paso/Hudspeth Counties in TX

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Guideline, Inc.’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.