Incident Management Specialist


San Diego, CA, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 05/27/2021
  • Website:
  • Company Address: 3050 S Delaware St, #202, San Mateo, CA, 94403

About Guideline

Guideline. Helping people save for a better future.

Guideline is the only 401(k) provider that doesn’t charge participants any fees on investments, regardless of the value of their assets or retirement account balance. And for employers, Guideline charges a low, flat rate fee per participant, in contrast to the asset-based fee model predominant in the industry.

Job Description

Guideline is looking for an Incident Management Specialist to join our growing team! This role reports to the Head of Operations.

What you will be working on?

In this role you will:

  • Define the charter, responsibilities, and processes for the newly formed Incident Escalation Team
  • Identify and/or prioritize inbound escalations and partner closely across all company teams to resolve them fully
  • Serve as primary POC for executive and social escalations, including high profile media and influencers
  • Create and deliver consistent tracking and reporting on escalations
  • Identify key customer pain points and provide recommendations on how to avoid these types of escalations 
  • Seamlessly field complaints and escalations across a broad range of product areas
  • Go-to SME for the marketing, legal, product and operations team, as needed
  • Facilitate cross-functional post-mortems on an as needed basis

Required Qualifications

  • At least 2 years in a customer-facing role for a technology or financial services org. 4+ years of CX or project management experience 
  • Logical problem solver with track record of good judgment to ensure the best customer outcome
  • Demonstrated ability to partner cross-functionally and deliver results
  • Ability to handle - and even thrive - in high-stress situations with grace and composure
  • Executive presence, and top-notch verbal and written communication skills.
  • Able and willing to work outside standard business hours to support our customers when they need it most
  • Outstanding attention to detail and organization - you’d never let anything slip through the cracks
  • Managerial experience a plus

What is 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 over 20,000 clients and $4 billion in assets under management—and have raised $144M with top-tier investors.

Employee Benefits

  • Flexible Vacation Policy
  • 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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.