B2B Client Experience Coordinator

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

Job summary

Gusto, a leader in payroll and HR software, seeks a Customer Care Specialist for its 401(k) team. You’ll be the first point of contact for plan sponsors and employers, delivering warmth, clarity, and practical solutions by phone and email.

In collaboration with Product, Engineering, and Sales, you’ll flag trends, refine the customer experience, and help shape the product from the front lines. Offices are in Denver, San Francisco, and New York with hybrid schedules; RSU-based equity completes the

Qualifications

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email.
• Able to collaborate across Product, Engineering, and Sales.
• Proficient with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk.
• Demonstrates empathy, resilience, and effective communication.

Responsibilities

• Deliver exceptional service as the first voice of Gusto 401(k) for B2B customers via phone and email, resolving issues and building trust.
• Manage your queue with intention, balancing inbound phone support and email while meeting quality metrics.
• Collaborate cross-functionally with Product, Engineering, and Sales to troubleshoot issues and deliver the best outcomes.
• Identify trends and surface actionable insights to drive product and process improvements.
• Navigate multiple platforms securely (Talktalk, Salesforce, Slack, Google Suite, Confluence, Jira).
• Escalate complex issues strategically and see them through to resolution while protecting the customer experience.
• Handle sensitive conversations with care, bringing empathy and active listening.
• Leverage AI tools to work more efficiently and deliver smarter, faster solutions.

Skills

Customer service excellence

B2B SaaS experience

Phone & email communication

Problem solving

Adaptability

Cross-functional collaboration

Clear communication

Voice of the customer

Empathy under pressure

AI tools awareness

Tools

Salesforce

Zendesk

Intercom

Freshdesk

Slack

Google Suite

Confluence

Jira

Talktalk

Job description

Gusto, a leader in payroll and HR software, seeks a Customer Care Specialist for its 401(k) team. You’ll be the first point of contact for plan sponsors and employers, delivering warmth, clarity, and practical solutions by phone and email.

In collaboration with Product, Engineering, and Sales, you’ll flag trends, refine the customer experience, and help shape the product from the front lines. Offices are in Denver, San Francisco, and New York with hybrid schedules; RSU-based equity completes the