Account Coordinator (Retirement Sponsor Support) at Gusto · LumiJobs

Responsibilities

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.
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.
Escalate strategically. Know when to escalate 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

Account Coordinator (Retirement Sponsor Support)

Responsibilities

Benefits

Company

Gusto

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