Account Coordinator
Provides phone and email support to Gusto 401(k) plan sponsors and employers, resolving issues and surfacing customer insights. Requires at least two years of customer service experience, strong communication and problem-solving skills, and proficiency with customer-experience platforms.
About the job
Responsibilities
- Serve as the first point of contact for Gusto 401(k) plan sponsors and employers by phone and email.
- Resolve customer issues, build trust, and deliver high-quality service while meeting CSAT, response-time, and first-response benchmarks.
- Manage inbound phone and email queues, prioritizing work based on urgency.
- Collaborate with Product, Engineering, and Sales to troubleshoot issues and improve customer outcomes.
- Identify customer trends and share actionable insights to improve products and processes.
- Use Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira while handling sensitive information carefully.
- Escalate complex issues strategically and follow them through to resolution.
- Handle emotionally charged conversations with empathy and active listening.
- Use relevant AI tools to improve efficiency and solutions.
Requirements
- 2+ years of customer service or contact center experience, preferably in B2B SaaS.
- 2+ years delivering customer experiences by phone and email.
- Payroll, employee benefits, or HR technology experience is a plus.
- Strong teamwork, ownership, problem-solving, adaptability, and composure under pressure.
- Clear, confident communication and professional integrity across communication channels.
- Curiosity about financial services and industry trends.
- Experience with Salesforce, Zendesk, Intercom, Freshdesk, or similar customer-experience platforms.
- Ability to identify customer feedback patterns and translate them into improvements.
Compensation and Benefits
- Cash compensation is $21.80/hr–$24.52/hr in Phoenix and most locations; additional locations vary by geographic pay approach.
- Full-time employees receive competitive base pay, benefits, and equity in the form of RSUs.
- Employees based in Denver, San Francisco, and New York City offices generally work onsite approximately 2–3 days per week or more depending on the role.
- A secure, reliable, and consistent internet connection is required when working outside a Gusto office.
Skills
Customer Service, Contact Centers, B2B SaaS, Salesforce, Zendesk, Intercom, Freshdesk, Talkdesk, Slack, Google Workspace, Confluence, Jira, AI Tools
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