Retirement Onboarding Coordinator, Gusto
$23.50/hour to $26.44/hour
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
$23.50/hour to $26.44/hour
2-3 days a week in office
1001+ employees
Company mission
To grow the small business economy.
Role
Who you are
- 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
What the job involves
- 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
- 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
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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