Retirement Offboarding Specialist, Gusto
$25.86 - $29.09 USD per hour + RSUs
2-3 days a week in office
Automated payroll, benefits & HR platform
Open for applications
Automated payroll, benefits & HR platform
1001+ employees
Open for applications
$25.86 - $29.09 USD per hour + RSUs
2-3 days a week in office
1001+ employees
Company mission
To grow the small business economy.
Role
Who you are
- We're looking for someone who thrives in complexity, communicates with clarity and care, and takes genuine ownership of seeing things through
- If you're calm under pressure, skilled at navigating ambiguity, and motivated by making a real difference in people's financial futures — even on their way out — this role is for you
- 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
- Comfort with process complexity — you can hold many moving parts in your head, follow multi-step workflows, and keep customers informed every step of the way
- Cross-functional collaboration skills — you work well with multiple internal teams, know how to navigate competing priorities, and communicate clearly across functions
- 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 taken care of
- Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous or high-pressure 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 resource for customers navigating difficult moments, 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
- When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees
What the job involves
- In this role, you'll be the primary point of contact for plan sponsors and employers navigating terminations and provider transfers — managing inbound inquiries by phone and email, coordinating across multiple internal teams, and guiding customers through intricate processes with patience and precision
- You'll also work closely with Product, Engineering, and Operations to surface trends, improve the offboarding experience, and help shape how we do this work at scale
- At Gusto 401(k), customer care isn't a support function — it's a competitive advantage. Our Offboarding team plays a critical role in how customers experience Gusto at one of the most complex moments in their journey: when they're leaving or transitioning to a new provider
- Own the customer offboarding experience. Serve as the primary point of contact for plan sponsors and employers terminating their plan or transferring to another provider — delivering empathetic, clear, and timely support via phone and email
- Navigate complex internal processes. Manage multi-step offboarding and transfer workflows end-to-end, coordinating across internal teams — including Operations, Compliance, Finance, and others — to keep things moving and keep customers informed
- Investigation & Critical analysis. Ability to investigate complex issues, using multiple tools and internal connections, to identify root causes in order to resolve customer issues and move them forward in the process
- 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 teams across the organization to resolve blockers, escalate when needed, and deliver the best possible outcomes for customers in transition
- Identify and surface trends. Spot patterns in offboarding friction and share actionable insights with internal teams to drive 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
- Escalate strategically. Know when and how to escalate complex or high-stakes situations, 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 — customers leaving are often frustrated or uncertain, and your steadiness makes the difference
- Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike
- 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
Application process
- AI experience requirements vary by role and will be assessed during the interview process
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy - which many SMB owners don’t have. The co-founders of Gusto all come from small business backgrounds, which is why they created a platform that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 400,000 customers and a multi-billion dollar valuation. And in 2021, Gusto began acquiring other companies to strengthen its offering and position in a competitive market, including the likes of Ardius, Symmetry and Guideline.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. It continues to expand its platform, for example by partnering with Parafin to launch a payroll line of credit for small businesses, and more recently launching Cofounder, an AI teammate tailored to the needs of small businesses.
Steph
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.3m
Company benefits
- Medical, dental, and vision insurance for employees and dependents
- Family care and support, including family planning and fertility benefits
- Gender-affirming care and support
- A variety of mental health resources
- Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more
- Free meals and refreshments at the office (conversation and community is an added bonus!)
Company HQ
Central Waterfront, San Francisco, CA
Leadership
Joshua Reeves
(CEO & Co-Founder)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO & Co-Founder)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo before co-founding Gusto in 2011.
Edward Kim
(Head of Technology & Co-Founder)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing before co-founding Gusto in 2011.
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