Retirement Onboarding Coordinator

About the role

You will own the end to end onboarding experience for new clients in Gusto 401(k) by serving as the first point of contact and guiding small businesses through their initial setup. You will deliver exceptional service via phone and email while monitoring onboarding progress and proactively following up to keep clients on track. You will walk clients through plan setup and platform adoption within the Gusto 401(k) suite and educate them on key 401(k) concepts and regulatory requirements in an accessible way. You will collaborate cross functionally with teams across the company, especially sales, to ensure a consistent and supportive experience and identify compliance or setup issues early before they escalate. You will drive continuous improvement by sharing client feedback to support product and process enhancements while managing multiple platforms including Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira with care for sensitive information.

Key facts

What you'll do

• Deliver exceptional service as 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 by monitoring onboarding progress and proactively following up to ensure they are moving forward smoothly.
• Guide platform adoption by walking clients through plan setup and using the Gusto 401(k) platform so they feel confident from day one.
• Educate and empower clients by helping them understand key 401(k) concepts and regulatory requirements in a way that is accessible and approachable.
• Identify issues early by spotting and escalating potential compliance or setup issues before they become problems.
• Collaborate cross functionally with internal teams, with a heavy focus on the sales team, to ensure a seamless client experience throughout onboarding.
• Drive continuous improvement by sharing client feedback to support ongoing process and product improvements.
• Navigate multiple tools with confidence while managing Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira and handling sensitive information with care.
• Support new clients as they begin their journey with Gusto 401(k) and help small businesses set up their 401(k) plans by providing timely guidance and clear communication.
• Serve as a key collaborator for the Onboarding team, contributing to a world class customer experience that simplifies what can often be a complex employee benefits setup.
• Build trust through transparency and approachability, creating a strong foundation for a positive and lasting client relationship.
• Help clients feel confident by explaining plan features, timelines, and next steps throughout the onboarding lifecycle.
• Track case status and follow up with internal stakeholders to resolve questions and remove obstacles efficiently.
• Represent Gusto 401(k) with professionalism and empathy in every interaction, aligning with the mission to grow the small business economy.

Requirements

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email, with experience in Payroll, Employee Benefits, or HR Tech a plus.
• Team-first attitude, collaborating openly, supporting colleagues, and showing up as a key contributor to team wins.
• Drive and ownership, being self-directed, resourceful, and not closing a case until the customer is genuinely satisfied.
• Problem-solving mindset, digging into issues and identifying root causes to find effective solutions.
• Strong written and verbal communication skills to explain complex topics clearly and professionally.
• Comfort working with multiple systems and tools while maintaining attention to detail.
• Ability to manage competing priorities and meet deadlines in a fast paced environment.
• Willingness to follow Gusto policies and procedures to ensure compliance and a consistent client experience.
• Access to a reliable internet connection and a suitable workspace for remote or hybrid collaboration as needed.

Practical notes

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