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Gusto is seeking an Account Coordinator to serve as the first point of contact for 401(k) plan sponsors and employers. You'll deliver exceptional customer service via phone and email, managing inbound queues while maintaining high CSAT scores and response-time benchmarks. The role involves troubleshooting customer issues, collaborating cross-functionally with Product, Engineering, and Sales teams to identify trends and drive product improvements, and escalating complex situations strategically. You'll work with multiple platforms including Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira while handling sensitive financial information with care. The position requires bringing empathy to emotionally charged conversations and leveraging AI tools to work more efficiently.
Gusto handles payroll, health insurance, 401(k)s, and HR services for over 500,000 small businesses. The company operates teams in Denver, San Francisco, and New York, and emphasizes a mission to grow the small business economy. All full-time employees receive competitive base pay, benefits, and equity (RSUs).
You should have 2+ years of customer service or contact center experience, preferably in B2B SaaS, with demonstrated excellence in phone and email support. Experience in Payroll, Employee Benefits, or HR Tech is valued. The ideal candidate is self-directed, resourceful, and maintains composure under pressure while multitasking and reprioritizing on the fly. You'll need clear communication skills, technical proficiency with CX platforms like Salesforce, curiosity about financial services and industry trends, and a team-first attitude that emphasizes collaboration and ownership.
