Manager, Customer Support

Guideline is seeking a Manager to join our growing Customer Support team. In this role, you will be responsible for managing a team of Customer Support Associates. 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, affinity towards data and reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the participant experience. This role will directly report to the Director of Customer Support and is available in all locations with a strong preference for access to our San Diego or Burlingame CA office.

The Team

Customer Support makes sure that our customers have a great user experience.  We are a high-energy group and work closely with the departments in Customer Operations.  The company relies on us to maintain customer satisfaction and high retention rate.

Guideline’s Customer Support Associates are responsible for supporting all Guideline participants and oftentimes can be the first interaction a customer has with Guideline.  

What You Will Work On

• Lead and oversee a team of 8 Customer Support Associates with a focus on coaching and professional development, while setting performance expectations 

• Manage customer escalations through phone and email

• Proactively identify, report, and continuously improve on team KPIs, such as CSAT, Time to resolution, Time to first response, etc.

• Advocating for our clients with internal stakeholders, leveraging data to optimize processes and create product enhancements aimed at improving the overall customer experience

• Maintains knowledge of trends and developments in customer inbound, Strong process documentation and process improvement

• Monitor industry trends, customer experience/journey best practices for consistent improvement and knowledge sharing

What We're Looking For

• 5+ years experience in a client facing role, ideally in the SaaS or Fintech industry

• 4+ 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

• Deep knowledge in one or more of the following domains: SaaS, Operations, or Customer Support

• Proficient in Salesforce, Zendesk, or other CRM tool

• Experience leveraging technology to delivery customer solutions

• Bachelor’s degree preferred

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 expected Salary Range for this position is $93,000 - $115,500 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 CA, CO, FL, MA, MD, ME, NC, NY, 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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