Guideline is looking for a Content Manager to join our growing Customer Success (CS) department. You will report to our VP of Customer Success.

What You Will Be Working On

You will be responsible for enabling our customers to confidently self-navigate their customer journey with Guideline. We are seeking an experienced, organized, analytical writer to maximize the impact of our self-service resources (Guideline's Help Center, chatbot, and CS communication templates, and more).

  • Own key customer self-service KPIs and execute initiatives to continuously improve those KPIs
  • Own the Guideline Help Center from end to end - write content, edit, identify gaps, roadmap
  • Proactively seek out opportunities to leverage self-service as a channel for out customers; partner with CS leadership and cross-functional teams to execute on those opportunities
  • Write help center articles, email templates consistent with the Guideline voice and brand messaging

About the Customer Success Team

Our mission is to deliver an industry leading customer experience. We are a customer-obsessed, data-driven, and ambitious group of industry experts who are committed to helping our clients confidently save for retirement.

What We're Looking For

  • 3+ years experience with knowledge bases/help centers, information architecture, answer or chat bots
  • 6+ years work experience
  • Bachelor's degree preferred or equivalent field-related experience
  • Ability to pass background and credit check for employment
  • Experience in Finance or technology industries desirable
  • Experience with SalesForce, Intercom

More About Guideline

Technology is the backbone of what we do. It allows us to automate many 401(k) administrative tasks, integrate with leading payroll providers, and build affordable retirement plans for the smallest businesses.

But our platform is powered by people—engineers, account managers, data analysts, retirement consultants, and many more. Together, we're creating a retirement platform that puts people first and empowers small business owners, their employees and the self-employed to not just retire, but arrive at a secure retirement.

In just a few years of operations, we've grown to 30,000+ clients and over $6 billion in assets under management—and have raised $344M with top-tier investors.

Offer Package

  • Flexible Vacation Policy
  • Great Compensation Package + Equity in the Company
  • 401(k) Matching
  • 100% coverage of Health / Vision / Dental
  • Generous parental leave policy

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 AZ, CA, CO, CT, FL, GA, IA, ID, IL, IN, KY, MA, MD, ME, MI, MO, NC, NH, NJ, NY, NV, OH, OR, PA, RI, SC, TN, TX, UT, WA. 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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Skills

Communications
Information Architecture
Content Creation
Key Performance Indicators (KPIs)
Self Service Technologies
Chatbot
Customer Success
Finance
Administrative Functions
Templates