About the Role:
We are seeking a dedicated 401(k) Onboarding Advocate to join our team as we expand our 401(k) automation program, which transitioned from pilot to full launch in 2024. Your role will be pivotal in helping employers seamlessly integrate their existing 401(k) plans onto the Gusto Platform. As a key team member, you will enhance the onboarding experience by guiding customers through a complex process, ensuring timely communication, and maintaining smooth operations. Your expertise will help alleviate concerns, answer questions, and provide exceptional service to all onboarded customers.
About the Team:
The 401(k) onboarding team is committed to improving the 401(k) experience for small business owners, their employees, and our 401(k) partners through innovative technology and outstanding service.
As an AI-native company, we don't just use technology—it’s the backbone of how we work. We expect all team members to demonstrate digital fluency and a proactive approach to leveraging AI tooling to enhance accuracy, speed, and communication. At Gusto, every team member contributes to a significant daily impact on the lives of those we serve. If you take pride in getting the details right and helping customers get the coverage they deserve, this role is for you.
Here’s what you’ll do day-to-day:
- Drive consultative outreach to keep customer onboarding on track: Guide customers through the 401(k) automation onboarding process, ensuring clear communication with 401(k) providers and serving as their advocate post-launch.
- Be a real partner to your customers. You're not afraid to pick up the phone, and whether it's a call, an email, or a screen share, you're accessible, responsive, and clear. Customers should feel like they have someone in their corner.
- Project management: As the owner of the onboarding journey, you anticipate roadblocks and work with relevant partners, both internal and external, to ensure a smooth and accurate integration of our customer’s 401(k). You support the development of efficient processes and create resources to enhance the customer experience, identifying and resolving unexpected issues as they arise.
- Eligibility & Compliance: Qualify interested customers to ensure they are a good fit for the 401(k) automation feature.
- End to end process: You own the entire onboarding journey: confirm plan eligibility and requirements, gather the necessary provider and plan details, build and test the plan in Pay(k)onnect, and confirm accuracy before go-live — all while keeping customers informed and engaged every step of the way.
Here’s what we’re looking for:
- Professional Experience: at least 3 years of professional work experience, ideally within the retirement, payroll or financial services industry, or a fast-paced startup environment, where anticipating customers’ needs and delivering a great customer experience is a central part of the role.
- Curious about technology. AI tools and automation are part of how this team works. You don't need to be an expert, but you should be excited to learn and use tools like Glean, Gemini, and other LLM-based AI tools.
- Data-Driven Mindset: Proven success in metrics-based roles where data accuracy and hitting KPIs are central to customer success.
- Account management: Strong background in high-volume book of business under tight deadlines and seasonal peaks.
- Communication & Collaboration: Excellent customer communication skills with experience managing professional interactions with external company partners (401(k) providers) as well as customers.
- Adaptability: A skilled problem-solver who is comfortable navigating ambiguity and can pivot quickly in a dynamic operational setting.
- Self-Directed Execution: Highly self-motivated and capable of working both autonomously and collaboratively to meet individual and team goals.
Our cash compensation range for thisrole is $23.50 - 26.44 / hour in Denver. Additional locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.
