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Gusto is seeking a 401(k) Onboarding Advocate to join their expanding 401(k) automation program, which launched at full scale in 2024. In this role, you will be the primary point of contact guiding small business employers through the process of integrating their existing 401(k) plans onto the Gusto platform.
Day-to-day responsibilities include:
- Conducting consultative outreach to keep customer onboarding on track, serving as an advocate throughout the process and post-launch
- Managing end-to-end onboarding journeys: confirming plan eligibility, gathering provider and plan details, building and testing plans in the system, and ensuring accuracy before go-live
- Serving as a responsive partner through calls, emails, and screen shares, ensuring customers feel supported throughout the process
- Owning project management for integrations, anticipating roadblocks and coordinating with internal and external partners to ensure smooth, accurate plan integration
- Qualifying interested customers to ensure they are a good fit for the 401(k) automation feature
- Supporting the development of efficient processes and creating resources to enhance the customer experience
- Identifying and resolving unexpected issues as they arise
You should have at least 3 years of professional work experience, ideally in retirement, payroll, financial services, or a fast-paced startup environment where customer experience is central. A data-driven mindset is essential—you'll work with metrics-based KPIs and data accuracy. You should have a strong background managing high-volume books of business under tight deadlines and seasonal peaks.
The ideal candidate is curious about technology and excited to learn AI tools like Glean and Gemini. You'll need excellent communication and collaboration skills, with experience managing professional interactions with external partners. Gusto emphasizes that AI fluency and digital literacy are fundamental to how work gets done across the company, and all team members are expected to actively engage with AI tools relevant to their role.
