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
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 escalate 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.
What they're looking for
- 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.
- + years of customer service or contact center experience, preferably in B2B SaaS
- + years delivering outstanding customer experiences via phone and email: experience in Payroll, Employee Benefits, or HR Tech is a plus