Account Coordinator, Customer Success

Summary

Join Guideline's Account Coordinator team and provide best-in-class service to Plan Sponsors through various channels. You will develop scalable processes, identify trends, and collaborate with cross-functional teams. This role requires 2+ years of customer service experience in the SaaS industry, strong communication skills, and proficiency in multiple tools. The position offers a competitive salary of $65,000 annually, plus equity, and a comprehensive benefits package including health insurance, paid parental leave, generous time off, a 401(k) plan, and professional development opportunities. The role is open to remote candidates in CO, UT, and El Paso/Hudspeth Counties (TX) and operates on a Monday-Friday schedule.

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 customer support platforms such as Intercom, ZenDesk, FreshDesk, Salesforce Service Cloud, LiveChat)
• 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
• $65,000 annually
• Equity in the form of Incentive Stock Options (ISOs)