Participant Support Specialist

This individual will be responsible for serving as the go-to person for in-depth Tier 2 educational and technical participant inquiries, for the employees of the company that are enrolled in the 401(k) benefit. We are seeking a natural client advocate with technical affinity who will go to great lengths to provide clients with nothing short of a positive experience.

This is a perfect opportunity for someone who is naturally empathetic, genuinely loves helping people, exemplary phone communication skills and enjoys diving deep into our product for customer solutions. 

– Support customers with multiple channels, including: email and phone
– First line of defense for customer technical issues and troubleshooting within our Product
– Daily management and organization of product tools such as Confluence, Jira, and Salesforce.
– Go-to person for the entire participant lifecycle at Guideline with an emphasis on Tier 2 support
– Part of the participant escalation path, handling sensitive issues or complaints and ensuring that our customers are supported and satisfied
– Act as the voice of our customers – identify trends and gaps based on communication and feedback from customers
– Collaborate interdepartmentally with sales, engineering, operations, and our in-house legal team in order to troubleshoot and help customers
– Report to Customer Support Manager

What We’re Looking For
– BA/BS degree
– 2+ years experience in customer care or success, relationship management, or FinTech
– Benefits and/or 401(k) experience a plus
– Results-driven with exemplary phone, listening, and writing skills
– Experience working with customers in a phone heavy capacity
– Experience with high volume work, including seasonality
– Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
– Creative and analytical problem-solving skills
– Strong prioritization and organization are innate skills
– Experience with customer support platforms and CRMs (JIRA, Salesforce)

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 for this position is $70,000 annually.