Customer Success Associate

Guideline strives to fix retirement programs in the U.S., starting with delivering the lowest retirement savings fees in the industry, all within well designed and user-friendly software. With your work at Guideline, you’ll empower employees to enjoy a lasting and happy retirement.

We’re looking to grow our Customer Success team. 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 are determined and will stop at nothing to get to the bottom of things! You are highly organized and know nothing but Inbox Zero in Gmail. Most of all, you’re a people person, and thrive in helping others and building relationships!


What you’ll do
• Own the customer experience once the deal is signed, ensuring that our customers are supported and satisfied 
• Be the frontline, oftentimes the first interaction a participant has with Guideline 
• Act as the voice of our customers - identify trends and gaps based on communication and feedback from customers 
• Support customers with multiple channels, including: email, live chat, and phone 
• Be the go-to person once plan has signed up - handling any questions and educating clients and participants as needed 
• Collaborate interdepartmentally with sales, engineering, operations, and our in-house financial planners in order to troubleshoot and help customers


Desired Skills and Experience
• BA/BS degree 
• 1-2 years experience in customer care or success 
• Experience with customer support platforms and CRMs (Zendesk, Desk.com, Salesforce) 
• Excellent verbal and written communication 
• Highly proficient with Google Apps and macOS 
• Naturally empathetic individual who genuinely loves helping people 
• Benefits and/or 401(k) experience a plus 
• Multi-tasking and organization are innate skills

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