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.

About the Role As the first point of contact, you'll bring warmth, clarity, and solutions to every interaction. You'll work closely with Product, Engineering, and Sales to flag trends, improve the customer experience, and help shape the product from the front lines.

Responsibilities

• Deliver exceptional service, resolving issues and building trust with B2B customers via phone and email.
• Manage your queue with intention, balancing inbound phone support and email while hitting benchmarks for quality CSAT scores, average response time, and time to first response.
• Collaborate cross-functionally with Product, Engineering, and Sales to troubleshoot issues and deliver the best possible outcomes for customers.
• Identify and surface trends, spotting patterns early and sharing actionable insights with internal teams to drive product and process improvements.
• Navigate tools with confidence, managing multiple platforms simultaneously , Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira.
• Escalate strategically, knowing when to escalate complex issues and seeing them through to resolution without losing sight of the customer experience.
• Handle sensitive conversations with care, bringing empathy and active listening to emotionally charged situations.
• Leverage AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike.

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, collaborating openly and supporting colleagues.
• Drive and ownership, being self-directed and resourceful.
• Problem-solving mindset, digging into issues and finding the best path forward.
• Composure under pressure, multitasking and staying grounded in dynamic environments.
• Adaptability, pivoting quickly when priorities shift.
• Clear, confident communication, delivering consistent support across phone and email.
• Curiosity about financial services, staying current on industry trends.
• Technical proficiency, experienced with CX platforms like Salesforce, Zendesk, or similar tools.
• Voice of the customer instincts, proactively identifying feedback patterns.
• Professional integrity, maintaining a high standard of communication with teammates.

Benefits Gusto offers competitive base pay, benefits, and equity (RSUs) to all full-time employees.

Salary $21.80/hr , $24.52/hr