Guideline is looking for a Participant Support Specialist to join the Customer Success team to support our customers.

WHAT YOU WILL WORK ON

This individual will be responsible for serving as the go-to person for in-depth Tier 2 educational and technical participant inquiries, for the employees of the company that are enrolled in the 401(k) benefit. We are seeking a natural client advocate with technical affinity who will go to great lengths to provide clients with nothing short of a positive experience. This is a perfect opportunity for someone who is naturally empathetic, genuinely loves helping people, exemplary phone communication skills and enjoys diving deep into our product for customer solutions.

• 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

This individual will be responsible for serving as the go-to person for in-depth Tier 2 educational and technical participant inquiries, for the employees of the company that are enrolled in the 401(k) benefit. We are seeking a natural client advocate with technical affinity who will go to great lengths to provide clients with nothing short of a positive experience. This is a perfect opportunity for someone who is naturally empathetic, genuinely loves helping people, exemplary phone communication skills and enjoys diving deep into our product for customer solutions.

• 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 Manage