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About the Role:

Our 401(k) automation program, which started in 2022 as a pilot, launched to all customers in 2024 and we need an Onboarding Advocate to support the demand. One of our best ways to serve employers is to allow them to bring their existing 401(k) onto the Gusto Platform! As a member of the team, you will help scale this product experience at Gusto. You will be responsible for working with customers and their 401(k) provider to sync their 401(k) and Gusto accounts while providing a delightful experience. You’ll put their minds at ease by guiding them through a complex process, providing timely information, and keeping all the moving parts running smoothly. Finally, you’ll be responsible for answering questions from all onboarded customers.

About the Team:

The 401k onboarding team is dedicated to enhancing the 401(k) journey for small business owners, their employees, and our 401(k) partners through innovative technology and exceptional service.

Here’s what you’ll do day-to-day:

You will guide admins through the 401(k) automation onboarding process, manage communications with 401(k) providers, and continue to serve as the admin’s advocate after their automation is live. You’ll create processes and craft resources which make the program more efficient and improve the customer experience, help identify and resolve unexpected bugs which pop up along the way, and inform the product and engineering teams on feature requests which create a better product.

• You’ll work daily in Salesforce and internal applications
• Qualify interested customers to ensure they’re a good fit for the feature
• Oversee the entire 401(k) onboarding process from start to finish, collaborating with 401(k) providers and an external software vendor
• Provide expertise in 401(k) automation administration via written and verbal communication with Gusto customers
• Work through queues of requests in Gmail and other technology platforms
• Help scale our growing operations and improve our processes - find pain points and seek better ways for us to tackle the work
• Collaborate with cross functional stakeholders on special projects to increase efficiency
• If asked, host onboarding calls with interested customers and 401(k) providers
• Troubleshoot and move blocked groups forward
• Ensure all quality control steps are accurately followed in a timely manner

Here’s what we're looking for:

• 1 year of client-facing experience - bonus points for exposure to 401(k) plans, payroll, or a start-up environment
• Excellent written and oral communication skills
• Flexibility to work collaboratively with cross-functional teams
• Strong project management skills and attention to detail
• Skilled in problem solving, dealing with ambiguity, and cross-team communication
• Self-motivated and comfortable working collaboratively and autonomously - excited about striving toward individual metrics
• Ability to work throughout seasonal peaks

The target level for this role is level 3 and our cash compensation range for this role is $21.63 to $27.40/hr in Denver, and $28.85 to $32.21/hr in San Francisco & New York. Remote 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 level and amounts listed above.