Account Coordinator (Retirement Sponsor Support) New Denver, CO - Hybrid

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k) s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done  expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

We're looking for someone who genuinely enjoys connecting with people, navigating complexity, and solving problems in real time. In this role, you'll be the first point of contact for plan sponsors and employers reaching out by phone and email bringing warmth, clarity, and solutions to every interaction. You'll also work closely with Product, Engineering, and Sales to flag trends, improve the customer experience, and help shape the product from the front lines.

If you're calm under pressure, quick on your feet, and motivated by making a real difference in people's financial futures, this role is for you.

At Gusto 401(k), customer care isn't a support function - it's a competitive advantage. Our Account Coordinator team goes beyond traditional service, acting as true advocates for our customers and the businesses that rely on us.

• Deliver exceptional service. Be the first voice and face of Gusto 401(k) for B2B customers, going above and beyond via phone and email to resolve issues and build trust.
• Manage your queue with intention. Balance inbound phone support and email, prioritizing based on urgency while consistently hitting benchmarks for quality CSAT scores, average response time, and time to first response.
• Collaborate cross-functionally. Partner with Product, Engineering, and Sales to troubleshoot issues and deliver the best possible outcomes for customers.
• Identify and surface trends. Spot patterns early and share actionable insights with internal teams to drive product and process improvements.
• Navigate tools with confidence. Manage multiple platforms simultaneously — Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira — while handling sensitive information with care.
• Escalate strategically. Know when to escalation complex issues, and see them through to resolution without losing sight of the customer experience.
• Handle sensitive conversations with care. Bring empathy and active listening to emotionally charged situations, finding paths to resolution that reflect Gusto's values.
• Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alik

• 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 — you collaborate openly, support your colleagues, and show up as a key contributor to team wins
• Drive and ownership — you're self-directed, resourceful, and don't close a case until the customer is genuinely satisfied
• Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous situations
• Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when things move fast
• Adaptability — you pivot quickly when priorities shift and thrive in dynamic, evolving environments
• Clear, confident communication — you're a trusted advisor to customers, delivering consistent support across phone and email
• Curiosity about financial services — you stay current on industry trends and connect the dots between what customers…