Customer Onboarding Coordinator

Guideline is looking for a Customer Onboarding Coordinator to join the Customer Operations team.

The Team

The Onboarding team is responsible for providing an excellent educational experience to our clients, as we are the first team our clients will experience in their journey with the Guideline product. We aim to design an easy and seamless implementation process for an often complex employee benefit system. Our goal is to build trust with our clients, creating approachability and transparency, and lay the foundation for a delightful client experience.

What You Will Work On

Guideline is looking for an Onboarding Coordinator to act as a first contact for small businesses implementing a new Guideline 401(k) and support them throughout the process. In this role, you'll work with a portfolio of clients ranging from small business owners to C-level executives. You will report to Guideline's Onboarding Manager, will quickly become an expert on Guideline's suite of products so you can provide an excellent client experience that inspires confidence in Guideline as their retirement plan provider. 

• 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. Your day will be spent prioritizing the busiest queue or the one requiring the most attention, which is often live calls (phones)
• 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 

What We’re Looking For

• 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
• Bachelor's degree preferred or equivalent field-related experience

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.

Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; we are always evaluating our pay to be as competitive as possible.

The starting base salary for this position is $70,000 annually.

In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs). 

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Health
• 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
• Parental Leave
• Paid parental leave for birthing and non-birthing parents
• Generous Time Off
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan
• We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits
• 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

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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Additionally, Guideline participates in the E-Verify program in certain locations, as required by law. 

If you have a disability or special need that requires accommodation, please don’t be shy and contact us at peopleops@guideline.com.

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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