Account Coordinator, Gusto
Retirement Sponsor Support
Our cash compensation range for this role is $21.80/hr—24.52/hr in Phoenix and most locations and may vary in further locations. + RSUs
2-3 days a week in office
Automated payroll, benefits & HR platform
Be an early applicant
Automated payroll, benefits & HR platform
1001+ employees
Be an early applicant
Our cash compensation range for this role is $21.80/hr—24.52/hr in Phoenix and most locations and may vary in further locations. + RSUs
2-3 days a week in office
1001+ employees
Company mission
To grow the small business economy.
Role
Who you are
- 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 need and what's changing in the space
- Technical proficiency — experienced with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk, or similar tools
- Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements for internal processes and customer-facing platforms
- Professional integrity — you maintain a high standard of professional and respectful communication with teammates across all channels, including in office and via Slack, ensuring a positive and productive shared environment
What the job involves
- 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 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
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy - which many SMB owners don’t have. The co-founders of Gusto all come from small business backgrounds, which is why they created a platform that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 400,000 customers and a multi-billion dollar valuation. And in 2021, Gusto began acquiring other companies to strengthen its offering and position in a competitive market, including the likes of Ardius, Symmetry and Guideline.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. It continues to expand its platform, for example by partnering with Parafin to launch a payroll line of credit for small businesses, and more recently launching Cofounder, an AI teammate tailored to the needs of small businesses.
Steph
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.3m
Company benefits
- Medical, dental, and vision insurance for employees and dependents
- Family care and support, including family planning and fertility benefits
- Gender-affirming care and support
- A variety of mental health resources
- Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more
- Free meals and refreshments at the office (conversation and community is an added bonus!)
Company HQ
Central Waterfront, San Francisco, CA
Leadership
Joshua Reeves
(CEO & Co-Founder)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO & Co-Founder)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo before co-founding Gusto in 2011.
Edward Kim
(Head of Technology & Co-Founder)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing before co-founding Gusto in 2011.
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