Future Opportunities: Retirement Onboarding Coordinator

About this role

About Gusto

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. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy .

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

Submit your interest to join our CX team!

Gusto is seeking customer experience professionals who thrive in a fast-paced, consultative environment and are interested in being considered for future start dates in 2026 . If you’d like to be considered for future opportunities with our team, please complete the form below and upload your resume.

While start dates are still being determined for 2026, we’d love to connect! Does this sound like you? Apply below!

About the Role:

Gusto 401(k) is looking for a Customer Onboarding Coordinator to join the Customer Success team.

As an Onboarding Coordinator, you'll support new clients as they begin their journey with Gusto 401(k). You'll help small businesses set up their 401(k) plans by providing timely guidance, clear communication, and helpful education. In this role, you'll collaborate with teams across the company to deliver a consistent and supportive onboarding experience for every client.

About the Team:

The Onboarding team is the first point of contact for new clients and plays a key role in shaping their experience with the Gusto 401(k) product. Our goal is to deliver a world class customer experience, focused on providing a clear, supportive, and educational onboarding journey that helps simplify what can often be a complex employee benefits setup. As a member of the team, you will build trust through transparency and approachability, creating a strong foundation for a positive and lasting client relationship.

Here’s what you’ll do day-to-day:

• 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.

• 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.

Here’s what we're looking for:

• 2+ years of customer service or contact center experience, preferably in B2B SaaS

• 2+ years delivering outstanding customer experiences via phone and email — experience in Payroll, Employee Benefits, or HR Tech is a plus

• Team-first attitude — you collaborate openly, support your colleagues, and show up as a key contributor to team wins

• Drive and ownership — you're self-directed, resourceful, and don't close a case until the customer is genuinely satisfied

• Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous situations

• Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when things move fast

• Adaptability — you pivot quickly when priorities shift and thrive in dynamic, evolving environments

• Clear, confident communication — you're a trusted advisor to customers, delivering consistent support across phone and email

• Curiosity about financial services — you stay current on industry trends and connect the dots between what customers need and what's changing in the space

• Technical proficiency — experienced with CX platforms like Salesforce, Zendesk, Intercom, Freshdesk, or similar tools

• Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements for internal processes and customer-facing platforms

• Professional integrity — you maintain a high standard of professional and respectful communication with teammates across all channels, including in office and via Slack, ensuring a positive and productive shared environment.

• Bachelor's degree preferred or equivalent field-related experience

This posting represents a general talent pipeline that spans multiple levels within our CX team. Final compensation will be determined based on the specific role, level, and experience alignment. The estimated compensation range for these roles is $21.00–$27 per hour.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expect

Similar jobs

• Future Opportunities: Retirement Implementation Specialist — Gusto · Denver, CO, Phoenix, AZ, Chicago, IL, New York
• Future Opportunities: Retirement Client Relationship Manager — Gusto · Denver, CO, Chicago, IL, Phoenix, AZ, New York
• Future Opportunities: Retirement Advocate — Gusto · Chicago, IL; Denver, CO; Phoenix, AZ
• Onboarding Coordinator — Playson · Remote
• Onboarding Coordinator — 8fleet-inc · San Diego
• Onboarding Coordinator — 8fleet-inc · HQ - Los Angeles
• Onboarding Coordinator — 8fleet-inc · Hub - CA - San Francisco
• Summer Opportunities - Retirement Sales AE — Gusto · Denver, CO