The opportunity
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.
What you'll do
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.
What they're looking for
- 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
- + years of customer service or contact center experience, preferably in B2B SaaS
- + years delivering outstanding customer experiences via phone and email: experience in Payroll, Employee Benefits, or HR Tech is a plus
