Gusto, Inc.3 days ago
Account Coordinator (Retirement Sponsor Support)
RUB 3,488–3,923per month · before tax
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Denver
Responsibilities
- 01Deliver 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.
- 02Manage 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.
- 03Collaborate cross-functionally. Partner with Product, Engineering, and Sales to troubleshoot issues and deliver the best possible outcomes for customers.
- 04Identify and surface trends. Spot patterns early and share actionable insights with internal teams to drive product and process improvements.
- 05Navigate tools with confidence. Manage multiple platforms simultaneously — Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira — while handling sensitive information with care.
- 06Escalate strategically. Know when to escalate complex issues, and see them through to resolution without losing sight of the customer experience.
- 07Handle sensitive conversations with care. Bring empathy and active listening to emotionally charged situations, finding paths to resolution that reflect Gusto's values.
- 08Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike.
- 09Be the first point of contact for plan sponsors and employers reaching out by phone and email bringing warmth, clarity, and solutions to every interaction.
- 10Work closely with Product, Engineering, and Sales to flag trends, improve the customer experience, and help shape the product from the front lines.
Requirements
- 012+ years of customer service or contact center experience, preferably in B2B SaaS
- 022+ years delivering outstanding customer experiences via phone and email — experience in Payroll, Employee Benefits, or HR Tech is a plus
- 03Team-first attitude — you collaborate openly, support your colleagues, and show up as a key contributor to team wins
- 04Drive and ownership — you're self-directed, resourceful, and don't close a case until the customer is genuinely satisfied
- 05Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous situations
- 06Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when things move fast
- 07Adaptability — you pivot quickly when priorities shift and thrive in dynamic, evolving environments
- 08Clear, confident communication — you're a trusted advisor to customers, delivering consistent support across phone and email
- 09Curiosity about financial services — you stay current on industry trends and connect the dots between what customers need and what's changing in the space
- 10Technical proficiency — experienced with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk, or similar tools
- 11Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements for internal processes and customer-facing platforms
- 12Professional 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 we offer
- 01Competitive base pay, benefits, and equity (RSUs)
- 02Cash compensation range $21.80/hr—24.52/hr (Phoenix and most locations)
- 03Office locations in Denver, San Francisco, and New York City; hybrid schedule expected 2-3 days per week in office
- 04Symmetry roles office in Scottsdale with same hybrid expectations
- 05San Francisco office expectations cover San Francisco and San Jose metro areas
- 06Secure, reliable, and consistent internet connection required for remote work
- 07Opportunity to work with AI tools relevant to role
- 08Total Rewards philosophy (competitive compensation and benefits)