Retirement Sponsor Support Specialist

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 at Gusto. We 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.

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.