Account Coordinator

Gusto's mission is to grow the small business economy by handling payroll, health insurance, 401(k)s, and HR for small businesses. They support more than 500,000 small businesses nationwide and have teams in Denver, San Francisco, and New York.

As an Account Coordinator on the Gusto 401(k) team, you will be the first point of contact for plan sponsors and employers via phone and email. You will resolve issues, build trust, and collaborate with Product, Engineering, and Sales to improve the customer experience.

• Deliver exceptional service to B2B customers via phone and email.
• Manage inbound phone and email queues, prioritizing by urgency while meeting quality and response time benchmarks.
• Collaborate cross-functionally with Product, Engineering, and Sales to troubleshoot issues.
• Identify and surface trends to drive product and process improvements.
• Navigate multiple platforms including Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira.
• Escalate complex issues strategically and see them through to resolution.
• Handle sensitive conversations with empathy and active listening.
• Leverage AI tools to work more efficiently.

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email; experience in Payroll, Employee Benefits, or HR Tech is a plus.
• Team-first attitude, drive, and ownership.
• Problem-solving mindset and composure under pressure.
• Adaptability and clear, confident communication.
• Curiosity about financial services.
• Technical proficiency with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk, or similar tools.
• Voice of the customer instincts and professional integrity.

Cash compensation range is $21.80/hr—$24.52/hr in Phoenix. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

This role is based in Scottsdale, AZ and is hybrid. Employees based in Scottsdale (Symmetry office) are expected to work from the office on designated days approximately 2-3 days per week.

Apply through the Gusto Greenhouse job posting.