Hybrid opportunity at
GustoRetirement Offboarding Specialist
Gusto operates a platform focused on supporting the small business economy by managing essential back-office functions such as payroll, health insurance, 401(k) plans, and human resources…
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About This Role
Gusto operates a platform focused on supporting the small business economy by managing essential back-office functions such as payroll, health insurance, 401(k) plans, and human resources for over 500,000 businesses across the United States. The company is currently hiring for a Retirement Offboarding Specialist to join the 401(k) offboarding team. In this position, the professional serves as the primary contact for plan sponsors and employers who are terminating their retirement…
Job Description
Gusto operates a platform focused on supporting the small business economy by managing essential back-office functions such as payroll, health insurance, 401(k) plans, and human resources for over 500,000 businesses across the United States. The company is currently hiring for a Retirement Offboarding Specialist to join the 401(k) offboarding team. In this position, the professional serves as the primary contact for plan sponsors and employers who are terminating their retirement plans or transitioning to different providers.
This role suits individuals who excel in handling complexity, maintain composure under pressure, and communicate clearly through both phone and email. Responsibilities include guiding clients through detailed offboarding workflows, investigating operational issues, managing support queues, and collaborating with internal departments like operations, finance, and compliance. Team members are expected to actively use relevant artificial intelligence tools to enhance efficiency.
Gusto maintains physical offices in Denver, San Francisco, New York City, and Scottsdale for Symmetry roles, operating on a hybrid schedule requiring employees to work from an office approximately two to three days per week or more depending on the position. Cash compensation for this position ranges from $22.73 to $25.00 per hour in Denver and $20.09 to $22.60 per hour in Phoenix, with final offers determined by factors such as location, expertise, and experience. All full-time personnel receive base pay, benefits, and equity in the form of restricted stock units.
Responsibilities
- Serve as the main contact for employers and plan sponsors handling plan terminations or provider transitions
- Manage inbound inquiries and multi-step transfer workflows through phone and email channels
- Coordinate with internal departments including operations, finance, and compliance to resolve blockers and maintain smooth workflows
- Investigate complex issues using internal tools to determine root causes and advance customer cases
- Prioritize support queues while meeting performance metrics for response times, quality, and satisfaction scores
- Collect and share actionable insights with internal teams regarding friction points observed during offboarding
- Operate various software platforms simultaneously, including Salesforce, Talkdesk, Slack, Google Suite, Confluence, and Jira
- Escalate high-stakes situations appropriately while guiding them to completion
- Deliver empathetic support to customers who may be uncertain or frustrated
- Utilize artificial intelligence tools to increase efficiency and deliver faster solutions
Requirements
- At least one year of customer service or contact center experience, ideally within a B2B SaaS environment
- At least one year of experience providing customer support via email and phone
- Ability to manage multi-step workflows and maintain organization across complex processes
- Strong cross-functional collaboration and communication skills
- Self-directed work ethic with problem-solving and critical thinking capabilities
- Capacity to maintain composure, multitask, and adapt in fast-paced environments
- Technical familiarity with customer experience platforms like Salesforce, Zendesk, Intercom, or Freshdesk
- Requirement for a secure, reliable internet connection when approved for remote work days
Qualifications
- Experience working in payroll, human resources technology, or employee benefits
Core Skills
Benefits
- Competitive base pay
- Employee benefits
- Equity in the form of restricted stock units
Frequently Asked Questions
What is the employment type for this role?
This position is full-time.
What is the remote work and office policy?
This is a hybrid position. Employees based near Gusto's physical offices in Denver, San Francisco, New York City, or the Symmetry office in Scottsdale are expected to work on-site approximately two to three days per week, or more depending on the role. When working remotely, employees must maintain a secure, reliable, and consistent internet connection.
What is the salary range for the Retirement Offboarding Specialist?
The cash compensation ranges from $22.73 to $25.00 per hour in Denver and $20.09 to $22.60 per hour in Phoenix. Final offer amounts are determined by factors including location, experience, and expertise.
What experience is required to apply?
Candidates must have at least one year of customer service or contact center experience, preferably in B2B SaaS, along with at least one year of experience delivering customer support via phone and email.
Sample Interview Questions
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