The opportunity
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.
What you'll do
Own the customer offboarding experience. Serve as the primary point of: contact for plan sponsors and employers terminating their plan or transferring to another provider — delivering empathetic, clear, and timely support via phone and email.
Navigate complex internal processes. Manage multi-step offboarding and: transfer workflows end-to-end, coordinating across internal teams — including Operations, Compliance, Finance, and others — to keep things moving and keep customers informed.
Investigation & Critical analysis. Ability to investigate complex issues,: using multiple tools and internal connections, to identify root causes in order to resolve customer issues and move them forward in the process.
Manage your queue with intention. Balance inbound phone support and email,: prioritizing based on urgency while consistently hitting benchmarks for quality, CSAT scores, average response time, and time to first response.
Collaborate cross-functionally. Partner with teams across the organization to: resolve blockers, escalate when needed, and deliver the best possible outcomes for customers in transition.
Identify and surface trends. Spot patterns in offboarding friction and share: actionable insights with internal teams to drive process and product improvements.
What they're looking for
- Navigate tools with confidence. Manage multiple platforms simultaneously —: Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira — while handling sensitive information with care.
- Escalate strategically. Know when and how to escalate complex or high-stakes: situations, and see them through to resolution without losing sight of the customer experience.
- Handle sensitive conversations with care. Bring empathy and active listening: to emotionally charged situations — customers leaving are often frustrated or uncertain, and your steadiness makes the difference.
- Leverage AI. Use AI tools to work more efficiently and deliver smarter,: faster solutions for customers and teammates alike.
