401(k) Onboarding Advocate

gusto· 35 open roles

Location TBD On-siteFull-time1 weeks ago

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

1 weeks ago

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About This RoleAI processing…

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.

Key Responsibilities

1
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.
2
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.
3
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.
4
Eligibility & Compliance: Qualify interested customers to ensure they are a good fit for the 401(k) automation feature.
5
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.

Requirements

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.
S elf-Directed Execution: Highly self-motivated and capable of working both autonomously and collaboratively to meet individual and team goals.

Perks & Benefits

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.

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.

Communication & Collaboration: Excellent customer communication skills with experience managing professional interactions with external company partners (401(k) providers) as well as customers.

We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.

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.

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.

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.