Retirement Onboarding Coordinator

Gusto, Inc.•Denver, CO

5d•$24 - $26•Hybrid

About The Position

Gusto 401(k) is looking for a Customer Onboarding Coordinator to join the Customer Success team. As an Onboarding Coordinator, you'll support new clients as they begin their journey with Gusto 401(k). You'll help small businesses set up their 401(k) plans by providing timely guidance, clear communication, and helpful education. In this role, you'll collaborate with teams across the company to deliver a consistent and supportive onboarding experience for every client. The Onboarding team is the first point of contact for new clients and plays a key role in shaping their experience with the Gusto 401(k) product. Our goal is to deliver a world class customer experience, focused on providing a clear, supportive, and educational onboarding journey that helps simplify what can often be a complex employee benefits setup. As a member of the team, you will build trust through transparency and approachability, creating a strong foundation for a positive and lasting client relationship.

Requirements

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.
Bachelor's degree preferred or equivalent field-related experience

Responsibilities

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 assist with the onboarding process.
Keep clients on track. Monitor onboarding progress and proactively follow up with clients to ensure they're moving forward smoothly.
Guide platform adoption. Walk clients through plan setup and using the Gusto 401(k) platform so they feel confident from day one.
Educate and empower. Help clients understand key 401(k) concepts and regulatory requirements in a way that's accessible and approachable.
Identify issues early. Spot and escalate potential compliance or setup issues before they become problems.
Collaborate cross-functionally. Partner with internal teams, with a heavy focus on the sales team, to ensure a seamless client experience throughout onboarding.
Drive continuous improvement. Share client feedback to support ongoing process and product improvements.
Navigate tools with confidence. Manage multiple platforms simultaneously — Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira — while handling sensitive information with care.