Account Coordinator

Summary

Join Guideline's Account Coordinator team and deliver exceptional customer experiences to our Plan Sponsors. You will provide best-in-class service through multiple channels, develop scalable processes for ticket handling, and identify trends to enhance our product suite. This role requires strong communication skills, experience in the SaaS industry, and proficiency in various tools. You will work closely with cross-functional teams and maintain key performance metrics. Guideline offers a competitive salary, equity, and comprehensive benefits, including health insurance, paid time off, parental leave, and professional development opportunities. The position is remote and requires working 9am-5:30pm Mountain Time, Monday-Friday.

Requirements

• 2+ years of delivering outstanding customer experiences over the phone and email in the SaaS industry
• Demonstrated flexibility and ability to pivot quickly in response to changing priorities and company needs, ensuring seamless adaptation in a dynamic work environment
• Interest in financial services and the ability to stay up-to-date with industry and company trends and changes
• Skilled and effective communication; this role serves as a trusted advisor for customers, delivering clear and confident support across multiple channels, including email and phone
• Ability to work independently and remotely while maintaining high performance and work ethic, without a compromise in quality
• Strong understanding of technology and experience with relevant tools and CX platforms such as Salesforce, Intercom, Crisp, Zendesk, Freshdesk, Happy Fox, etc
• Experience with and knowledge of communicating customer feedback (VOC), including proactively identifying patterns to improve internal processes, systems, and customer-facing platforms

Responsibilities

• Provide best in class service to our Plan Sponsors through multiple channels; your day will involve switching between channels and prioritizing the busiest queue or the one requiring the most attention, which is typically live calls (phones)
• Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence,  including asking open-ended questions and active listening
• Identify trends and potential issues early, sharing valuable insights with Product and Engineering teams to enhance our product suite
• 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

Preferred Qualifications

Priority given to candidates with customer-facing experience from the Payroll, Employee Benefits, or HR Tech space

Benefits

• Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
• Opt-out credit for waiving coverage
• Health Savings Account and Flexible Spending Account
• Company paid disability and life insurance
• Optional Voluntary life insurance
• Mental health benefit navigation with Rula for employees and dependents
• Paid parental leave for birthing and non-birthing parents
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• We use our own platform and contribute 100% of employee contributions up to 5%
• 1-month paid Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year