Account Coordinator - Customer Success

Guideline is seeking an Account Coordinator to join our growing Customer Support team. This role is focused on front-line support, where you will be directly interacting with our employers, primarily handling phone and email inquiries. 

We are looking for someone who thrives in a customer-facing environment, has a strong phone presence, and excels at providing prompt, professional assistance with our employers’ 401(k) plans. This role will report to our Manager, Customer Support.

Location: Candidates can reside in Texas, Colorado, or Washington.  

Work Schedule: Team members based in Texas and Colorado will work Monday - Friday, 9:00am to 5:30pm Mountain Time; team members based in Washington will work Monday - Friday, 9:00am to 5:30pm Pacific Time – this may be subject to change throughout the year.

 

The Team
Do you have a proven track record of going above and beyond for your customers?  Are you a problem solver who genuinely enjoys figuring out how and why things work? Do you thrive in a fast-paced startup environment and have a passion for continuous learning?  

If you answered "YES," you could be our next Account Coordinator!  

Our Customer Support team is looking for a great communicator, who has professional experience with simplifying complex concepts into clear, easy-to-understand terms for our customers.  This team member will partner with internal teams to provide detailed and timely information about customer requests and issues, ensuring a seamless and exceptional support experience.

As part of our high-energy, proactive Customer Support team, you’ll work closely with several departments in Customer Operations. Our mission is to provide a world class customer experience, playing a pivotal role in the company’s success.

What You Will Work On
 

• Act as the primary point of contact for 401(k) Plan Sponsors (employers) inquiries; manage inbound calls and emails with professionalism, empathy, and a focus on building strong, trusting relationships.
• Use a consultative approach to tackle escalations and complex technical issues, by crafting customer-focused solutions, including asking open-ended questions and active listening.
• Collaborate with internal teams like Payroll Operations, Finance Operations, and Client Relationship Management to troubleshoot and resolve issues to maintain smooth operations and provide effective support.
• 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 We’re Looking For 
 

• Minimum of 1 year of professional experience in a frontline customer service or customer success role, preferably within the employee benefits, retirement, or fintech space.
• Strong phone and written communication skills, with excellent problem-solving abilities and a proactive approach to handling escalations and technical issues.
• Proficient with CRM software (e.g., Salesforce) and a tech stack similar to ours (e.g., Talkdesk, Slack, Google Suite, Confluence, and Jira) and willingness to learn new tools.
• Responsible for communicating customer feedback (VOC) and proactively identifying patterns to improve internal processes, systems, and customer-facing platforms.

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. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.

The base salary range 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.
 

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
  • Opt-out credit if all three plans are waived
• Eligibility to participate in Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• 1 - month 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.
 
If you have a disability or special need that requires accommodation, please don’t be shy and contact us at peopleops@guideline.com.

Employment open to residents of CO, TX, and WA. 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.

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