Retirement & Plan Offboarding Specialist

Gusto, Inc.; Denver, Scottsdale (CO, AZ); Hybrid; USD 31,000 - 34,000; Full time

Benefits offered by this job

Benefits

Equity RSUs

Job summary

Gusto is seeking a detail‑oriented Offboarding Specialist to be the main contact for plan sponsors and employers during terminations or transfers. You’ll coordinate with internal teams, analyze complex cases, and guide customers through multi‑step processes with clarity and care.

You’ll work with Product, Engineering, and Operations to surface trends and improve the offboarding experience at scale. If you communicate calmly under pressure and drive problems to a clear resolution, this role fits

Qualifications

• 1+ years of customer service or contact center experience.
• 1+ years delivering outstanding customer experiences via phone and email — Payroll, Employee Benefits, or HR Tech is a plus.
• Comfort with process complexity — follow multi-step workflows and keep customers informed.

Responsibilities

• Own the customer offboarding experience — primary contact for plan sponsors terminating or transferring to another provider.
• Navigate complex internal processes across Operations, Compliance, Finance, and others.
• Investigation & critical analysis to identify root causes and resolve issues.
• Manage your queue with intention — balance inbound phone support and email, meet quality benchmarks.
• Collaborate cross-functionally to resolve blockers and improve outcomes for customers in transition.
• Identify and surface trends to drive process and product improvements.
• Navigate tools like Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira with care.
• Escalate strategically on complex or high-stakes cases to resolution.

Skills

Customer service

B2B SaaS

Communication

Team collaboration

Ownership

Tools

Talkdesk

Salesforce

Slack

Google Suite

Confluence

Jira

Job description

Gusto is seeking a detail‑oriented Offboarding Specialist to be the main contact for plan sponsors and employers during terminations or transfers. You’ll coordinate with internal teams, analyze complex cases, and guide customers through multi‑step processes with clarity and care.

You’ll work with Product, Engineering, and Operations to surface trends and improve the offboarding experience at scale. If you communicate calmly under pressure and drive problems to a clear resolution, this role fits