Retirement Offboarding Specialist

Gusto

. Serve as the primary point of contact for plan sponsors and employers terminating their plan or transferring to another provider .

Posted 9/29/2026full-timeUnited StatesJunior💰 $21 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing multi-step workflows and delivering exceptional customer experiences in a B2B SaaS environment. Proficient in cross-functional collaboration and utilizing customer experience platforms to enhance service delivery.

Highest-signal resume keywords

Customer Service ExperienceCross-Functional CollaborationTechnical Proficiency with CX PlatformsProblem-Solving MindsetEmpathetic Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Multi-Step Workflow ManagementCustomer Experience ImprovementIssue Investigation and ResolutionData Analysis for Feedback PatternsProcess Complexity Management

Soft Skills

EmpathyActive ListeningComposure Under PressureAdaptabilityTeam-First Attitude

Tools & Technologies

SalesforceTalkdeskSlackGoogle SuiteConfluenceJiraAI Tools

Industry Keywords

B2B SaaSPayrollEmployee BenefitsHR TechFinancial Services

About the role

Key responsibilities & impact

Serve as the primary point of contact for plan sponsors and employers terminating their plan or transferring to another provider
Provide empathetic, clear, and timely support via phone and email
Manage multi-step offboarding and transfer workflows end-to-end
Coordinate across Operations, Compliance, Finance, and other internal teams
Investigate complex issues, identify root causes, and resolve customer issues
Balance inbound phone support and email while meeting quality, CSAT, response-time, and first-response benchmarks
Collaborate cross-functionally to resolve blockers and escalate when needed
Identify offboarding friction trends and share actionable insights to improve processes and products
Manage Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira simultaneously
Escalate complex or high-stakes situations strategically through resolution
Handle emotionally charged customer conversations with empathy and active listening
Leverage AI tools to work efficiently and deliver faster solutions

Requirements

What you’ll need

1+ years of customer service or contact center experience, preferably in B2B SaaS
1+ years delivering outstanding customer experiences via phone and email
Payroll, Employee Benefits, or HR Tech experience is a plus
Ability to manage multi-step workflows and process complexity
Cross-functional collaboration skills
Team-first attitude
Drive and ownership
Problem-solving mindset
Composure under pressure and ability to multitask and reprioritize
Adaptability in dynamic environments
Clear, confident communication across phone and email
Curiosity about financial services and industry trends
Technical proficiency with CX platforms such as Salesforce, Zendesk, Intercom, Freshdesk, or similar tools
Ability to identify customer feedback patterns and translate them into improvements
Professional integrity and respectful communication across channels, including in-office and Slack
Ability to use AI tools relevant to the role
Ability to handle sensitive information with care

Benefits

Comp & perks

Competitive base pay
Health insurance
401(k)s
Equity (RSUs)
Benefits
Secure, reliable, and consistent internet connection required when approved to work from a non-office location
Hybrid work arrangement with designated office days approximately 2–3 days per week for employees based in designated office locations
Reasonable accommodations for qualified individuals with disabilities and disabled veterans