Remote Onboarding Advocate

Summary

Join Gusto as an Onboarding Advocate to support the demand for 401(k) automation, guiding customers through a complex process while providing a delightful experience.

Responsibilities

• Guide admins through the 401(k) automation onboarding process
• Manage communications with 401(k) providers
• Create processes and craft resources to make the program more efficient and improve the customer experience
• Help identify and resolve unexpected bugs that pop up along the way
• Inform the product and engineering teams on feature requests to create a better product
• 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
• Host onboarding calls with interested customers and 401(k) providers if asked
• Troubleshoot and move blocked groups forward
• Ensure all quality control steps are accurately followed in a timely manner