Account Coordinator (Retirement Sponsor Support)

gusto· 35 open roles

Location TBD On-siteFull-timeYesterday

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

Yesterday

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About This RoleAI processing…

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy .

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

Key Responsibilities

1
Deliver exceptional service. Be the first voice and face of Gusto 401(k) for B2B customers, going above and beyond via phone and email to resolve issues and build trust.
2
Manage your queue with intention. Balance inbound phone support and email, prioritizing based on urgency while consistently hitting benchmarks for quality CSAT scores, average response time, and time to first response.
3
Collaborate cross-functionally. Partner with Product, Engineering, and Sales to troubleshoot issues and deliver the best possible outcomes for customers.
4
Identify and surface trends. Spot patterns early and share actionable insights with internal teams to drive product and process improvements.
5
Navigate tools with confidence. Manage multiple platforms simultaneously — Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira — while handling sensitive information with care.
6
Escalate strategically. Know when to escalate complex issues, and see them through to resolution without losing sight of the customer experience.
7
Handle sensitive conversations with care. Bring empathy and active listening to emotionally charged situations, finding paths to resolution that reflect Gusto's values.
8
Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alik

Requirements

2+ years of customer service or contact center experience, preferably in B2B SaaS
2+ years delivering outstanding customer experiences via phone and email — experience in Payroll, Employee Benefits, or HR Tech is a plus
Team-first attitude — you collaborate openly, support your colleagues, and show up as a key contributor to team wins
Drive and ownership — you're self-directed, resourceful, and don't close a case until the customer is genuinely satisfied
Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous situations
Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when things move fast
Adaptability — you pivot quickly when priorities shift and thrive in dynamic, evolving environments
Clear, confident communication — you're a trusted advisor to customers, delivering consistent support across phone and email
Curiosity about financial services — you stay current on industry trends and connect the dots between what customers need and what's changing in the space
Technical proficiency — experienced with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk, or similar tools
Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements for internal processes and customer-facing platforms
Professional integrity — you maintain a high standard of professional and respectful communication with teammates across all channels, including in office and via Slack, ensuring a positive and productive shared environment.

Perks & Benefits

Deliver exceptional service. Be the first voice and face of Gusto 401(k) for B2B customers, going above and beyond via phone and email to resolve issues and build trust.

We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.

About the Team: At Gusto 401(k), customer care isn't a support function - it's a competitive advantage.

Be the first voice and face of Gusto 401(k) for B2B customers, going above and beyond via phone and email to resolve issues and build trust.