Guideline is hiring a
Participant Support Specialist

Summary

The Participant Support Specialist role at Guideline involves providing Tier 2 support to employees enrolled in the company's 401(k) benefit. The ideal candidate should have a BA/BS degree, 2+ years of experience in customer care or success, relationship management, or FinTech, and be results-driven with excellent phone, listening, and writing skills.

Requirements

• BA/BS degree
• 2+ years experience in customer care or success, relationship management, or FinTech

Responsibilities

• Serve as the go-to person for in-depth Tier 2 educational and technical participant inquiries
• 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

Preferred Qualifications

Benefits and/or 401(k) experience a plus

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