Manager, Customer Support (Plan Sponsor Experience) - Guideline

This is the perfect opportunity for someone who loves scaling and leading high performing teams, reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the client experience. This role will report to the Director of Customer Support.

What You Will Work On
We are looking for an experienced, analytical, and motivational leader to partner with Customer Success leadership and enable our team's full potential. This is the perfect opportunity for someone who loves building and leading teams, reporting key client metrics, handling client escalations, leading and executing impactful projects and continuously identifying opportunities to improve our client experience.

• Manage a team of Account Coordinators, with a focus on meaningful development and professional growth through coaching and feedback for your direct reports
• Lead the daily activities of your team with minimal oversight, removing barriers and creating conditions for team success, while driving high employee engagement
• Identify, report, and continuously improve on team KPIs (e.g., time to first response, CSAT, time to resolution)
• Manage inbound coverage for phone and emails
• Implement strategic goals and execute on projects to improve the employee and client experience
• Collaborate with cross-functional stakeholders to optimize processes and create product enhancement aimed at improving the overall customer experience
• Manage client escalations in multiple channels, including phone, email and more
• Hire high performing team members
• Advocate for our clients with internal stakeholders

What We're Looking For

• 5+ years experience in a client facing role, ideally in the SaaS or Fintech industry
• 2+ year experience managing a team of high performing individual contributors
• Experience with reporting and analyzing data, as well as delivering action plans against these results
• Experience leading and executing projects, with the ability to influence cross-functional stakeholders
• Proficient in Salesforce or other CRM tool (e.g., HubSpot, Kustomer, Copper)
• Exceptional communicator with a talent for managing conflict and de-escalating upset clients
• Flexible - we're moving fast, so the ability to constantly adapt to new conditions is a must
• Cultivates innovation and able to manage ambiguity
• Passionate about technology as well as experience in using technology to deliver client solutions
• Bachelor's degree
• Professional designations such QKA, C(k)P, QPA, CRPS preferred

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.

• Metro+: The base salary range for this position is $87,500-$100,000 annually

• Metro: The base salary range for this position is $75,500-$88,000 annually

• National:  The base salary range for this position is $75,500-$88,000 annually

In addition to base salary, this position is eligible for 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.

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to 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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