Retirement Plan Support Champion

Gusto; Scottsdale (AZ); Hybrid; USD 30,000 - 36,000; Full time

Benefits offered by this job

Competitive base pay

Benefits

Equity (RSUs)

Job summary

Gusto is hiring for an Account Coordinator (Retirement Sponsor Support) to be the first point of contact for plan sponsors and employers by phone and email. You will work with Product, Engineering, and Sales to flag trends, improve the customer experience, and help shape the product from the front lines.

Be calm under pressure and deliver warmth and clear solutions. Gusto emphasizes empathy, integrity, and active listening as you manage sensitive conversations and leverage AI tools to increase

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 exposure a plus.

Responsibilities

• Deliver exceptional service via phone and email to plan sponsors and employers.
• Balance inbound calls and emails while meeting CSAT and response benchmarks.
• Collaborate with Product, Engineering, and Sales to troubleshoot and improve customer experience.
• Identify trends and surface insights to drive product and process improvements.
• Navigate multiple CX platforms (Talkdesk, Salesforce, Slack, G-Suite, Confluence, Jira).
• Escalate complex issues strategically and maintain customer empathy.

Skills

B2B SaaS

Customer service

Team collaboration

Ownership

Problem solving

Calm under pressure

Adaptability

Clear communication

Curiosity - finance

Technical tools

Tools

Talkdesk

Salesforce

Slack

Google Workspace

Confluence

Jira

Job description

Gusto is hiring for an Account Coordinator (Retirement Sponsor Support) to be the first point of contact for plan sponsors and employers by phone and email. You will work with Product, Engineering, and Sales to flag trends, improve the customer experience, and help shape the product from the front lines.

Be calm under pressure and deliver warmth and clear solutions. Gusto emphasizes empathy, integrity, and active listening as you manage sensitive conversations and leverage AI tools to increase