Customer Onboarding Coordinator

Summary

Join Guideline's Customer Operations team as a Customer Onboarding Coordinator! Based in CO, TX, or UT, you'll be the first point of contact for small businesses implementing Guideline 401(k) plans. You will guide clients through the onboarding process, providing education and support. This role requires strong client-facing skills, experience with CRM platforms, and the ability to navigate multiple tools. You'll collaborate with various teams and contribute to product roadmap improvements. Guideline offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• 1+ years of client-facing support experience
• Demonstrated flexibility and ability to pivot quickly in response to changing priorities and company needs, ensuring seamless adaptation in a dynamic work environment
• Experience with customer support platforms and CRMs (JIRA, Salesforce, Talkdesk)
• Ability to pick up new technologies, assess situations quickly, troubleshoot integrations, and look for smarter, more efficient ways to provide an educational client experience
• Creative and analytical problem-solving abilities
• Exemplary phone, listening, and writing skills

Responsibilities

• Be the first point of contact for Guideline’s clients, Providing best in class service to our Plan Sponsors through multiple channels including phone and email
• Assist clients with onboarding a Guideline 401(k) and provide education about this new benefit they are rolling out to their companies
• 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
• Work collaboratively and cohesively with members of the Onboarding team, Sales, Operations and Customer Success
• Aggregate feedback and recommendations from clients to define our product roadmap
• Support documentation of processes & procedures
• Ability to work independently and remotely while maintaining high performance and work ethic, without a compromise in quality

Preferred Qualifications

Bachelor's degree preferred or equivalent field-related experience

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