Empathetic Offboarding & Plan Transitions Specialist

Gusto; Denver (CO); Hybrid; USD 54,000 - 61,000; Full time

Job summary

Gusto is seeking a dedicated Offboarding Specialist to serve as the main contact for plan sponsors during terminations and provider transfers. You will coordinate across internal teams, guiding customers with clarity and care through intricate offboarding processes and related inquiries.

You’ll collaborate with Product, Engineering, and Operations to surface trends, improve the offboarding experience, and help scale this critical function in a fast-paced environment.

Qualifications

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email—Payroll/HR tech is a plus.
• Comfort with process complexity and multi-step workflows.
• Cross-functional collaboration across Operations, Compliance, Finance, Product, Engineering.

Responsibilities

• Own the customer offboarding experience for plan sponsors and employers.
• Manage multi-step offboarding and transfer workflows end-to-end.
• Investigate complex issues to identify root causes and resolve customer problems.
• Balance inbound phone and email, meeting quality and response-time benchmarks.
• Collaborate with internal teams to remove blockers and improve outcomes.
• Surface trends in offboarding friction and share insights with teams.
• Navigate Talkdesk, Salesforce, Slack, Google Suite, Confluence, Jira with care.
• Escalate complex issues strategically to resolution without losing customer focus.
• Maintain empathetic communication during emotionally charged transitions.

Skills

Customer service

CX platforms

Phone & email support

B2B SaaS exposure

Tools

Salesforce

Zendesk

Intercom

Freshdesk

Job description

Gusto is seeking a dedicated Offboarding Specialist to serve as the main contact for plan sponsors during terminations and provider transfers. You will coordinate across internal teams, guiding customers with clarity and care through intricate offboarding processes and related inquiries.

You’ll collaborate with Product, Engineering, and Operations to surface trends, improve the offboarding experience, and help scale this critical function in a fast-paced environment.