401(k) Sponsor Support Champion

Gusto; Denver (CO); Hybrid; USD 49,000 - 55,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

Job summary

Gusto is seeking an Account Coordinator to be the first point of contact for plan sponsors and employers, delivering warm, clear, and solution-focused service by phone and email. You’ll partner with Product, Engineering, and Sales to flag trends and help shape the product from the front lines.

You’ll work with a team that treats customer care as a competitive advantage, supporting a high-growth platform with Voice of the Customer insights and cross-functional collaboration, while upholding

Qualifications

• 2+ years in customer service or contact center, preferably B2B SaaS.
• 2+ years delivering service via phone and email; payroll/HR tech a plus.
• Team-first attitude and contributing to team wins.
• Self-directed, ownership mindset; close a case only when resolved.
• Strong problem-solving and critical-thinking skills in ambiguous situations.
• Able to multitask, reprioritize, and stay composed under pressure.
• Adaptable to dynamic environments with clear communication.
• Curious about financial services and industry trends.
• Proficient with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk or similar.

Responsibilities

• Deliver exceptional service as the first voice and face for Gusto 401(k) customers via phone and email.
• Balance inbound calls and email, prioritizing urgency and maintaining high CSAT and response metrics.
• Collaborate with Product, Engineering, and Sales to troubleshoot and improve outcomes.
• Identify trends and surface insights to drive product and process improvements.
• Navigate multiple tools (Talkdesk, Salesforce, Slack, Google Suite, Confluence, Jira) securely.
• Escalate complex issues strategically and see them through to resolution.
• Handle sensitive conversations with empathy and integrity in line with Gusto values.
• Leverage AI tools to work more efficiently and deliver faster customer solutions.

Skills

Customer service

Communication

Problem solving

B2B SaaS

Teamwork

Adaptability

Time management

Technical tools

Tools

Salesforce

Zendesk

Intercom

Freshdesk

Talkdesk

Slack

Google Suite

Confluence

Jira

Job description

Gusto is seeking an Account Coordinator to be the first point of contact for plan sponsors and employers, delivering warm, clear, and solution-focused service by phone and email. You’ll partner with Product, Engineering, and Sales to flag trends and help shape the product from the front lines.

You’ll work with a team that treats customer care as a competitive advantage, supporting a high-growth platform with Voice of the Customer insights and cross-functional collaboration, while upholding