Hiring: Account Coordinator (Retirement Sponsor Support) Company: Gusto Location: Scottsdale, AZ Job Posted Time: 2026-09-11 14:47:59 Employment Type: Full-time / Hybrid Target Skills & Keywords : Confluence, Jira, Phoenix, SaaS, Salesforce, Slack, Zendesk About the job Experience: •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 Required Skills: •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. •Here’s What You’ll Do Day-to-day •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. Compensation: •We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!