Account Coordinator (Retirement Sponsor Support)

📋 Description

• Be the first voice and face of Gusto 401(k) for B2B customers, resolving issues via phone and email
• Balance inbound phone support and email, prioritizing urgency while hitting quality benchmarks.
• Collaborate with Product, Engineering, and Sales to troubleshoot issues and improve outcomes.
• Identify patterns and surface actionable insights to drive product and process improvements.
• Navigate multiple platforms (Talkdesk, Salesforce, Slack, Google Suite, Confluence, Jira) handling
• Escalate complex issues strategically to maintain customer experience.

🎯 Requirements

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering customer experiences via phone and email; payroll/HR tech exposure is a plus.
• Team-first attitude with strong collaboration and ownership.
• Problem-solving mindset, curiosity about financial services, and ability to work under pressure.
• Technical proficiency with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk, or similar.
• Clear, confident communication and the ability to translate customer feedback into improvements.

🎁 Benefits

• Competitive base pay, benefits, and equity; total rewards philosophy described in our materials.
• Hybrid work options with office expectations for Denver San Francisco and New York locations
• Support for AI adoption and ongoing learning as technology evolves.