Remote opportunity at
GustoRetirement Onboarding Coordinator
Gusto is looking for a Retirement Onboarding Coordinator to join its Customer Success team in Chicago on a remote basis. Gusto builds products that manage payroll,…
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About This Role
Gusto is looking for a Retirement Onboarding Coordinator to join its Customer Success team in Chicago on a remote basis. Gusto builds products that manage payroll, health insurance, 401(k) plans, and human resources for over 500,000 small businesses across the nation. In this role, you will act as the initial point of contact for business clients beginning their 401(k) setup. You will guide new accounts through platform adoption, provide educational…
Job Description
Gusto is looking for a Retirement Onboarding Coordinator to join its Customer Success team in Chicago on a remote basis. Gusto builds products that manage payroll, health insurance, 401(k) plans, and human resources for over 500,000 small businesses across the nation.
In this role, you will act as the initial point of contact for business clients beginning their 401(k) setup. You will guide new accounts through platform adoption, provide educational resources regarding regulatory rules, monitor setup progress, and work closely with internal departments like sales to ensure smooth onboarding. Artificial intelligence tools are integrated into daily tasks, and team members are expected to engage with these technologies as they evolve.
This position is suited for individuals with a background in customer service or contact center operations who excel at multi-tasking across platforms such as Salesforce, Slack, and Talkdesk. Candidates must maintain composure under pressure, handle sensitive data carefully, and communicate effectively via telephone and electronic mail.
Full-time personnel at Gusto receive base pay, benefits, and equity in the form of restricted stock units. Compensation amounts depend on the specific role, level, and geographical location of the employee.
Responsibilities
- Serve as the primary voice and face of Gusto 401(k) for business customers via phone and email
- Track onboarding milestones and proactively contact clients to maintain momentum
- Demonstrate platform usage and plan setup to foster early confidence
- Explain foundational retirement plan concepts and regulatory rules in an accessible manner
- Detect and escalate potential compliance or setup complications early
- Partner cross-functionally, primarily with sales colleagues, for a unified client experience
- Relay user feedback to help drive product and process enhancements
- Operate multiple software applications concurrently while properly protecting sensitive information
Requirements
- At least two years of customer service or contact center background
- Minimum two years of providing customer support through phone and email channels
- Proficiency with customer experience platforms such as Salesforce, Zendesk, Intercom, or Freshdesk
- Reliable, secure, and consistent internet connection when working remotely
Qualifications
- Experience in B2B SaaS
- Background working in payroll, employee benefits, or human resources technology
- Bachelor degree or equivalent professional field experience
Core Skills
Benefits
- Competitive base pay
- Company benefits
- Equity in the form of RSUs
Frequently Asked Questions
Is this position remote?
Yes, this role is listed with a remote status, though employees working outside of an office must maintain a secure, reliable, and consistent internet connection.
What is the salary for this position?
The source posting does not specify a salary for the Chicago location, though it notes that cash compensation in Denver ranges from $23.50 to $26.44 per hour.
What experience is required to apply?
Applicants must have at least two years of customer service or contact center experience, including two years of delivering customer support via phone and email, along with technical proficiency in customer experience tools.
What employment type is this role?
This is a full-time employment opportunity.
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