Retirement Offboarding Specialist

Join Gusto 401(k) as a Retirement Offboarding Specialist, where you'll be the primary point of contact for plan sponsors and employers navigating terminations and provider transfers. You'll manage inbound inquiries, coordinate across multiple internal teams, and guide customers through intricate processes with patience and precision. Your role will also involve collaborating with Product, Engineering, and Operations to improve the offboarding experience and shape how we do this work at scale.

• 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.
• Manage multi-step offboarding and transfer workflows end-to-end, coordinating across internal teams to keep things moving and keep customers informed.
• Identify and surface trends in offboarding friction, sharing actionable insights with internal teams to drive process and product improvements.

• We're looking for someone who thrives in complexity, communicates with clarity and care, and takes genuine ownership of seeing things through
• If you're calm under pressure, skilled at navigating ambiguity, and motivated by making a real difference in people's financial futures — even on their way out — this role is for you
• Team-first attitude — you collaborate openly, support your colleagues, and show up as a key contributor to team wins
• 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
• 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
• Drive and ownership — you're self-directed, resourceful, and don't close a case until the customer is genuinely taken care of
• Clear, confident communication — you're a trusted resource for customers navigating difficult moments, delivering consistent support across phone and email
• 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
• Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when things move fast
• Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous or high-pressure situations
• Adaptability — you pivot quickly when priorities shift and thrive in dynamic, evolving environments
• Comfort with process complexity — you can hold many moving parts in your head, follow multi-step workflows, and keep customers informed every step of the way
• Cross-functional collaboration skills — you work well with multiple internal teams, know how to navigate competing priorities, and communicate clearly across functions
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees