Retirement Onboarding Coordinator

About Gusto 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. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy . 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. AI experience requirements vary by role and will be assessed during the interview process. About the Role: 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. About the Team: 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. Here’s what you’ll do day-to-day: 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. Here’s what we're looking for: 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…