Retirement Onboarding Coordinator

Responsibilities

• Deliver exceptional onboarding service to B2B customers through phone and email.
• Monitor client onboarding progress and proactively follow up to keep plans moving forward.
• Guide clients through 401(k) plan setup and adoption of the Gusto 401(k) platform.
• Explain key 401(k) concepts and regulatory requirements clearly and accessibly.
• Identify and escalate potential compliance or setup issues.
• Collaborate cross-functionally, especially with the sales team, to provide a seamless client experience.
• Share customer feedback to support process and product improvements.
• Manage multiple platforms while handling sensitive information carefully.

Requirements

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering customer experiences through phone and email; payroll, employee benefits, or HR technology experience is a plus.
• Strong collaboration, ownership, problem-solving, adaptability, and multitasking skills.
• Clear, confident communication and a customer-focused approach.
• Interest in financial services and industry trends.
• Experience with customer experience platforms such as Salesforce, Zendesk, Intercom, Freshdesk, or similar tools.
• Ability to identify customer feedback patterns and translate them into improvements.
• Professional and respectful communication across in-office and digital channels.
• Bachelor's degree preferred or equivalent field-related experience.

Compensation and Benefits

• $23.50/hour to $26.44/hour in Denver.
• Full-time employees receive competitive base pay, benefits, and equity (RSUs).
• Employees based in Denver, San Francisco, and New York City generally work from the office approximately 2–3 days per week or more depending on the role.
• A secure, reliable, and consistent internet connection is required when working from an approved non-office location.