Offboarding & Transitions Specialist

The Wrap; Denver (CO); Hybrid; USD 36,000 - 40,000; Full time

Job summary

Gusto is seeking a Customer Care professional to own the offboarding experience for plan sponsors and employers, guiding them through terminations and provider transfers with empathy and clarity.

You will work across Product, Engineering, and Operations to surface trends and improve the offboarding process at scale, while maintaining exceptional service via phone and email in a hybrid Denver environment.

Qualifications

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• Experience delivering outstanding customer experiences via phone and email.
• Comfort with process complexity and following multi-step workflows.
• Cross-functional collaboration with internal teams.
• Strong communication, empathy, and ownership in handling transitions.

Responsibilities

• Own the customer offboarding experience for plan sponsors and employers.
• Navigate multi-step offboarding and transfer workflows end-to-end.
• Investigate complex issues to identify root causes and resolve them.
• Balance inbound phone support and email while meeting quality metrics.
• Collaborate with Operations, Compliance, Finance, and other teams.
• Identify trends and surface insights to drive improvements.
• Use tools like Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira.
• Escalate complex issues appropriately and maintain customer trust.

Skills

Education

Tools

Salesforce

Talkdesk

Slack

Google Suite

Confluence

Jira

Job description

Gusto is seeking a Customer Care professional to own the offboarding experience for plan sponsors and employers, guiding them through terminations and provider transfers with empathy and clarity.

You will work across Product, Engineering, and Operations to surface trends and improve the offboarding process at scale, while maintaining exceptional service via phone and email in a hybrid Denver environment.