Empathetic 401(k) Offboarding Specialist

Gusto; Scottsdale (AZ); Híbrido; USD 33 000 - 40 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Benefits

Equity (RSUs)

Resumo da oferta

Gusto is seeking an Offboarding specialist to serve as the primary contact for plan sponsors and employers during terminations or provider transfers. You’ll manage multi-step workflows, coordinate with Operations, Compliance, and Finance, and resolve issues with diligence and care.

You’ll balance phone and email support, investigate root causes, surface trends, and leverage tools like Talkdesk and Salesforce to deliver timely, high-quality outcomes for customers in transition.

Qualificações

• 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

Responsabilidades

• 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, elevate 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 elevate 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.

Conhecimentos

Customer service

Phone & email experience

Process complexity

Cross-functional collaboration

Team collaboration

Ownership

Problem solving

Composure under pressure

Adaptability

Clear communication

Curiosity about financial services

Technical proficiency (CX platforms)

Ferramentas

Talkdesk

Salesforce

Slack

Google Suite

Confluence

Jira

Descrição da oferta de emprego

Gusto is seeking an Offboarding specialist to serve as the primary contact for plan sponsors and employers during terminations or provider transfers. You’ll manage multi-step workflows, coordinate with Operations, Compliance, and Finance, and resolve issues with diligence and care.

You’ll balance phone and email support, investigate root causes, surface trends, and leverage tools like Talkdesk and Salesforce to deliver timely, high-quality outcomes for customers in transition.