Remote Participant Support Specialist

Summary

Join the Customer Success team as a Participant Support Specialist to support Spanish speaking customers and provide in-depth Tier 2 educational and technical participant inquiries.

Requirements

• 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)

Responsibilities

• 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

Benefits

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
• Opt-out credit if all three plans are waived
• Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year