Retirement Onboarding Coordinator

Gusto; Denver (CO); Hybrid; USD 3,279,000 - 3,642,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

Competitive base pay

Job summary

Gusto is seeking a Customer Onboarding Coordinator to join the Customer Success team for the 401(k) product. You will support new clients as they begin their journey, helping with plan setup and providing timely guidance and education.

You will collaborate across teams to deliver a consistent onboarding experience and ensure clients understand 401(k) concepts.

Qualifications

• 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 customers, delivering consistent support across phone and email.
• Curiosity about financial services — you stay current on industry trends and connect the dots between customer needs and changes in the space.
• Technical proficiency — experienced with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk, or similar tools.
• Voice of the customer instincts — you 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.

Responsibilities

• Deliver exceptional service. Be the first voice and face of Gusto 401(k) for B2B customers — assisting with onboarding via phone and email.
• Keep clients on track. Monitor onboarding progress and proactively follow up with clients to ensure smooth progress.
• Guide platform adoption. Walk clients through plan setup and using the Gusto 401(k) platform from day one.
• Educate and empower. Explain key 401(k) concepts and regulatory requirements clearly.
• Identify issues early. Spot potential compliance or setup issues before they become problems.
• Collaborate cross-functionally. Partner with internal teams, with a heavy focus on the sales team, for a seamless onboarding experience.
• Drive continuous improvement. Share client feedback to support product and process improvements.
• Navigate tools with confidence. Manage multiple platforms (Talkdesk, Salesforce, Slack, Google Suite, Confluence, Jira) while handling sensitive information.

Skills

2+ years customer service

B2B SaaS experience

Phone & email support

Team collaboration

Ownership & problem-solving

Adaptive under pressure

Clear communication

Curiosity about financial services

Education

Bachelor's degree preferred or equivalent

Tools

Salesforce

Zendesk

Intercom

Freshdesk

Talkdesk

Job description

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 elevate 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 customers, 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.
• Bachelor's degree preferred or equivalent field-related experience

Our cash compensation amount for this role is $23.50/hour to $26.44/hour in Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.