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Manager, Customer Support (East Coast)

Guideline

Guideline

Customer Service
United States
Posted on Thursday, February 29, 2024

Manager, Customer Success (East Coast)
Guideline is seeking a Manager to join our growing Customer Success team. In this role, you will be responsible for managing a team of Participant Support Specialists.

You will have an opportunity to hire, coach and lead this growing team. This is the perfect opportunity for someone who loves scaling and leading high performing teams, affinity towards data and reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the participant experience.

This role will directly report to the Director of Customer Support and is available in the East Coast time zone (FL, ME, MD, MA, NY, NC, TX).

About the team
Customer Success makes sure that our customers have a great user experience. We are a high-energy group and work closely with the departments in Customer Operations.

The company relies on us to maintain customer satisfaction and high retention rate. Guideline’s Participant Support Specialists are responsible for supporting all Guideline participants and oftentimes can be the first interaction a customer has with Guideline.

Responsibilities

  • Lead and oversee a team of 9 Participant Support Specialists with a focus on coaching and professional development, while setting performance expectations

  • Manage customer escalations through phone and email

  • Proactively identify, report, and continuously improve on team KPIs, such as CSAT, Time to resolution, Time to first response, etc.

  • Advocating for our clients with internal stakeholders, leveraging data to optimize processes and create product enhancements aimed at improving the overall customer experience

  • Maintains knowledge of trends and developments in customer inbound, Strong process documentation and process improvement

  • Monitor industry trends, customer experience/journey best practices for consistent improvement and knowledge sharing

Qualifications

  • 5+ years experience in a client facing role, ideally in the SaaS or Fintech industry

  • 4+ years experience managing a team of high performing individual contributors

  • Experience with reporting and analyzing data, as well as delivering action plans against these results

  • Deep knowledge that spans one or more of the following domains: SaaS, Operations, or Customer Success

  • Proficient in Salesforce, Zendesk, or other CRM tool

  • Experience leveraging technology to delivery customer solutions

  • Bachelor’s degree preferred

More About Guideline
Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Offer Package
The Salary Range for this position is $93,000 - $112,750 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional 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

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employment open to residents of FL, ME, MD, MA, NY, NC, and TX. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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Expected Salary Range
$93,000$112,750 USD