Retirement Sponsor Support Specialist

About the Role:

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.

About the Team:

At Gusto 401(k), customer care isn't a support function - it's a competitive advantage. Our Account Coordinator (Retirement Sponsor Support) 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

Here’s what we're looking for:

• 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.

Our cash compensation range for this role is $21.80/hr—$24.52/hr in Phoenix and $23.51/hr—$26.45/hr in Denver. Additional locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.