Retirement Offboarding Specialist

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. About the Role: We're looking for someone who thrives in complexity, communicates with clarity and care, and takes genuine ownership of seeing things through. In this role, you'll be the primary point of contact for plan sponsors and employers navigating terminations and provider transfers — managing inbound inquiries by phone and email, coordinating across multiple internal teams, and guiding customers through intricate processes with patience and precision. You'll also work closely with Product, Engineering, and Operations to surface trends, improve the offboarding experience, and help shape how we do this work at scale. 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. About the Team: At Gusto 401(k), customer care isn't a support function — it's a competitive advantage. Our Offboarding team plays a critical role in how customers experience Gusto at one of the most complex moments in their journey: when they're leaving or transitioning to a new provider. Here's what you'll do day-to-day: • Own the customer offboarding experience. 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 via phone and email. • Navigate complex internal processes. Manage multi-step offboarding and transfer workflows end-to-end, coordinating across internal teams — including Operations, Compliance, Finance, and others — to keep things moving and keep customers informed. • Investigation & Critical analysis. Ability to investigate complex issues, using multiple tools and internal connections, to identify root causes in order to resolve customer issues and move them forward in the process. • Manage your queue with intention. Balance inbound phone support and email, prioritizing based on urgency while consistently hitting benchmarks for quality, CSAT scores, average response time, and time to first response. • Collaborate cross-functionally. Partner with teams across the organization to resolve blockers, escalate when needed, and deliver the best possible outcomes for customers in transition. • Identify and surface trends. Spot patterns in offboarding friction and share actionable insights with internal teams to drive 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. • Escalate strategically. Know when and how to escalate complex or high-stakes situations, and see them through to resolution without losing sight of the customer experience. • Handle sensitive conversations with care. Bring empathy and active listening to emotionally charged situations — customers leaving are often frustrated or uncertain, and your steadiness makes the difference. • Leverage AI. Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike. Here's what we're looking for: • 1+ years of customer service or contact center experience, preferably in B2B SaaS • 1+ years delivering outstanding customer experiences via phone and email — experience in Payroll, Employee Benefits, or HR Tech is a plus • 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 • 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 taken care of • Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous or high-pressure 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 resource for customers navigating difficult moments, 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