Manager, Customer Support

Manager, Customer Support (East Coast) 

Guideline is seeking a Manager to join our growing Customer Success team. In this role, you will be responsible for managing a team of Account Coordinators. 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 Customer Support and is available in all locations.
 
About 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. The company relies on us to maintain customer satisfaction and high retention rate.

Guideline’s Account Coordinators are responsible for supporting all Guideline clients and oftentimes can be the first interaction a customer has with Guideline.  

Responsibilities
- Lead a team of Account Coordinators with a focus on coaching and professional development, while setting performance expectations 
- Identify, report, and continuously improve on team KPIs, such as CSAT, Time to resolution, Time to first response, etc.
- Collaborate with cross-functional stakeholders to optimize processes and create product enhancement aimed at improving the overall customer experience
- Manage customer escalations through phone and email
- Advocate for our clients with internal stakeholders

Qualifications
- 5+ years experience in a client facing role, ideally in the SaaS or Fintech industry
- 2+ years experience managing a team of high performing individual contributors
- Experience with reporting and analyzing data, as well as delivering action plans against these results
- Proficient in Salesforce, Zendesk, or other CRM tool
- Passionate about technology, as well as experience in using technology to deliver customer solutions
- Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
- Bachelor’s degree

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 Range for this position is $75,500 - $92,000 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 FL, ME, MD, MA, NY, 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.