Account Coordinator (Retirement Sponsor Support)

At Gusto, we're on a mission to grow the small business economy.

We're looking for an Account Coordinator to provide exceptional service to plan sponsors and employers, resolving issues and building trust via phone and email.

Responsibilities:

• Deliver exceptional service, being the first voice and face of Gusto 401(k) for B2B customers
• Manage your queue with intention, balancing inbound phone support and email while meeting quality CSAT scores and response times
• Collaborate cross-functionally with Product, Engineering, and Sales to troubleshoot issues and deliver the best possible outcomes
• Identify and surface trends, sharing actionable insights to drive product and process improvements
• Navigate multiple platforms simultaneously, including Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira
• Escalate complex issues strategically, ensuring a smooth customer experience
• Handle sensitive conversations with care, bringing empathy and active listening to emotionally charged situations
• Leverage AI tools to work efficiently and deliver smarter solutions

Requirements:

• 2+ years of customer service or contact center experience, preferably in B2B SaaS
• 2+ years delivering outstanding customer experiences via phone and email, preferably in Payroll, Employee Benefits, or HR Tech
• Team-first attitude, collaborating openly and supporting colleagues
• Drive and ownership, being self-directed and resourceful
• Problem-solving mindset, thinking critically and finding the best path forward
• Composure under pressure, multitasking and reprioritizing as needed
• Adaptability, pivoting quickly in dynamic environments
• Clear, confident communication, delivering consistent support across phone and email
• Curiosity about financial services, staying current on industry trends
• Technical proficiency with CX platforms like Salesforce, Zendesk, or similar tools

Benefits:

• Competitive base pay and benefits
• Equity (RSUs)
• Physical office spaces in Denver, San Francisco, and New York City
• Hybrid work arrangement, with flexible scheduling

Salary Range: $21.80/hr - $24.52/hr