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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in client onboarding and support for Gusto 401(k) plans, with a strong focus on customer experience and compliance. Proficient in managing customer interactions and utilizing various CX platforms to enhance service delivery.
Highest-signal resume keywords
Customer Service ExperienceB2B SaaS SupportTechnical Proficiency with TalkdeskSalesforce ExperienceClear Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client Onboarding401(k) ConceptsCompliance IdentificationPayroll KnowledgeEmployee Benefits Understanding
Soft Skills
Professional IntegrityCuriosity about Financial ServicesAbility to MultitaskRespectful CommunicationDynamic Work Adaptability
Tools & Technologies
TalkdeskSalesforceSlackGoogle SuiteConfluenceJira
Certifications & Qualifications
Bachelor's Degree Preferred
Industry Keywords
B2B Customer SupportHR TechCX PlatformsOnboarding ExperienceRegulatory Requirements
About the role
Key responsibilities & impact- Support new clients as they begin using Gusto 401(k)
- Help small businesses set up their 401(k) plans
- Serve as the first point of contact for B2B customers via phone and email
- Monitor onboarding progress and proactively follow up with clients
- Guide clients through plan setup and Gusto 401(k) platform adoption
- Educate clients about 401(k) concepts and regulatory requirements
- Identify and escalate potential compliance or setup issues
- Collaborate with internal teams, especially Sales, to deliver a seamless onboarding experience
- Share client feedback to improve processes and customer-facing platforms
- Manage Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira while handling sensitive information
Requirements
What you’ll need- 2+ years of customer service or contact center experience, preferably in B2B SaaS
- 2+ years delivering customer experiences via phone and email
- Experience in Payroll, Employee Benefits, or HR Tech is a plus
- Experience with CX platforms such as Salesforce, Zendesk, Intercom, Freshdesk, or similar tools
- Technical proficiency with Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira
- Ability to handle sensitive information with care
- Bachelor's degree preferred or equivalent field-related experience
- Ability to multitask, reprioritize, and work in dynamic environments
- Clear, confident communication across phone and email
- Curiosity about financial services and industry trends
- Professional integrity and respectful communication
Benefits
Comp & perks- Competitive base pay
- Health insurance
- 401(k) benefits
- HR benefits
- Equity (RSUs)
- Benefits and compensation extras determined by role, level, and location
- Hybrid work arrangement with approved non-office work
- Secure, reliable, and consistent internet connection required when working outside a Gusto office
- Equal opportunity employment and reasonable accommodations for qualified individuals with disabilities and disabled veterans