Onboarding Coordinator — 401(k) for Small Businesses

The Wrap; Colorado; Hybrid; USD 32,000 - 36,000; Full time

Job summary

Gusto is hiring a Customer Onboarding Coordinator to join the Customer Success team. You’ll support new clients as they begin their journey with Gusto 401(k), guiding plan setup and providing education for a smooth onboarding experience.

You’ll collaborate with teams across the company to ensure a consistent, proactive client journey and effective adoption of the platform, while maintaining a strong customer-focus mindset.

Qualifications

• 2+ years in customer service or contact center, preferably B2B SaaS.
• 2+ years delivering service via phone and email in a fast-paced environment.
• Bachelor’s degree or equivalent field-related experience.
• Experience with CX platforms (Salesforce, Zendesk, Intercom, Freshdesk) is a plus.

Responsibilities

• Deliver exceptional service as the first voice and face for B2B onboarding.
• Monitor onboarding progress and follow up to keep clients on track.
• Guide platform adoption and explain 401(k) concepts clearly.
• Identify issues early and escalate for resolution.
• Collaborate cross-functionally with sales and other teams.
• Drive continuous process improvements based on client feedback.
• Navigate Talkdesk, Salesforce, Slack, Google Suite, Confluence and Jira efficiently.

Skills

Customer service

Communication

Team collaboration

Ownership

Problem solving

Adaptability

Multi-tasking

Voice of the customer

Integrity

Education

Bachelor’s degree or equivalent

Tools

Talkdesk

Salesforce

Slack

Google Suite

Confluence

Jira

Job description

Gusto is hiring a Customer Onboarding Coordinator to join the Customer Success team. You’ll support new clients as they begin their journey with Gusto 401(k), guiding plan setup and providing education for a smooth onboarding experience.

You’ll collaborate with teams across the company to ensure a consistent, proactive client journey and effective adoption of the platform, while maintaining a strong customer-focus mindset.