Account Coordinator — 401(k) Support (Denver)

Gusto; Denver, Northern (CO, KY); Hybrid; USD 30,000 - 34,000; Full time

Benefits offered by this job

Equity

Competitive benefits

Total rewards philosophy

Job summary

Gusto is seeking a Customer Care professional for its 401(k) division, serving as the first line of contact for plan sponsors and employers via phone and email. You will collaborate with Product, Engineering, and Sales to identify trends, improve the customer experience, and contribute to product improvements from the front lines.

Ideal candidates bring 2+ years in customer service (B2B SaaS preferred), a team-first mindset, and a proactive approach to problem-solving.

Qualifications

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email — payroll/HR tech is a plus.
• Team-first attitude with strong collaboration.
• Drive and ownership with a customer-satisfaction focus.
• Problem-solving mindset in ambiguous situations.
• Composure under pressure with multitasking ability.
• Adaptability to shifting priorities in a dynamic environment.
• Clear, confident communication across channels.

Responsibilities

• Deliver exceptional service as the first voice for Gusto 401(k) customers via phone and email.
• Manage queue by balancing inbound and email, meeting quality benchmarks.
• Collaborate with Product, Engineering, and Sales to resolve issues and improve outcomes.
• Identify trends and surface insights to drive product and process improvements.
• Navigate Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira with care for sensitive data.
• Escalate complex issues strategically and see them through to resolution.
• Handle sensitive conversations with empathy and professionalism.
• Leverage AI tools to improve efficiency and deliver smarter support.

Skills

Customer service

Phone & email support

Team collaboration

Problem solving

Adaptability

Communication

Curiosity about financial services

Technical proficiency

Tools

Talkdesk

Salesforce

Slack

Google Suite

Confluence

Jira

Job description

Gusto is seeking a Customer Care professional for its 401(k) division, serving as the first line of contact for plan sponsors and employers via phone and email. You will collaborate with Product, Engineering, and Sales to identify trends, improve the customer experience, and contribute to product improvements from the front lines.

Ideal candidates bring 2+ years in customer service (B2B SaaS preferred), a team-first mindset, and a proactive approach to problem-solving.