# Retirement Onboarding Coordinator

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Denver, CO
**Role:** Customer Success
**Salary:** $49k – $55k/yr
**Experience:** 2+ years
**Skills:** Salesforce, Zendesk, Intercom, freshdesk, talkdesk, Slack, Google Workspace, Confluence, Jira, 401(k), B2B SaaS
**Posted:** 2026-08-07

> Supports small-business clients through Gusto 401(k) onboarding by guiding plan setup, explaining benefits concepts, monitoring progress, and resolving issues across phone and email. Requires at least two years of customer service experience and proficiency with customer-support platforms.

## Job Description

## 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.

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