Guideline is seeking a Customer Success (CS) Quality Specialist to join our growing team. You will report to the Customer Success Operations Specialist.

What you will be working on?

As a CS Quality Specialist, you will enforce and improve Guideline's high quality standards for all outsourced Customer Success activity, and ensure we are providing customers with the best possible experience.

  • Monitor and ensure quality of all outsourced activities of the Customer Success department
  • Hold weekly feedback meetings with our BPO partners to maintain a high standard of quality
  • Monitor inbound volume, hand-offs, escalations, optimizing workflows, and utilizing technology to provide customers the ability to solve their needs independently
  • Provide data analysis that gives insight into the customer and agent experience, and influence key decisions for our department and cross functional teams
  • Own key customer quality KPIs and execute initiatives to continuously improve those KPIs

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

  • Bachelor's degree preferred or equivalent field-related experience
  • You have a minimum of 1 year of experience working with or managing a BPO operations team
  • 2+ years of experience in a Customer Success role
  • Proven track-record of both managing and evolving high-volume, business-critical processes
  • 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

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

Key Performance Indicators (KPIs)
Influencing Skills
Customer Success
Finance
Administrative Functions
Data Analysis
Business Process Outsourcing