22.73–25 USD / hour
Retirement Offboarding Specialist
Customer successHybrid — Denver, CO; Scottsdale, AZ
Published on 2026-09-29
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About this role
As a Retirement Offboarding Specialist at Gusto, you will manage the customer offboarding experience for plan sponsors and employers, providing support during terminations or transfers. You will navigate complex processes, collaborate with various internal teams, and ensure clear communication to enhance customer satisfaction.
About the company
Gusto is a digital platform that provides payroll, benefits, and human resource management solutions for small to medium-sized businesses. The company focuses on simplifying HR processes and ensuring compliance, while also offering tools for employee engagement and retirement planning.
What you'll do
- Serve as primary contact for offboarding customers
- Manage multi-step offboarding workflows
- Investigate and resolve customer issues
- Prioritize and manage support queues
- Collaborate cross-functionally to resolve issues
- Identify trends and suggest improvements
- Handle sensitive conversations with empathy
- Leverage AI tools for efficient solutions
What we're looking for
- 1+ years in customer service or contact center
- Experience in B2B SaaS support preferred
- Strong problem-solving and critical thinking skills
- Ability to navigate complex internal processes
- Excellent communication skills
- Team-oriented mindset
- Adaptability in dynamic environments
- Technical proficiency with CX platforms