About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

This full-time role focuses on ensuring small business customers complete their onboarding. Interacting with customers who sign up on our website via email, chat, and live phone interactions, you’ll help match our people platform offering to their specific business needs, exercising advisory skills. You’ll help them navigate an important onboarding process, demonstrating sophisticated customer success skills.

Our team of over a hundred sales & onboarding professionals includes folks who practice across all channels and with different types of customers, but we all share deep passion and commitment to Identifying solutions: our company exists to solve problems for small businesses, and our onboarding team is a vital front door for small businesses who need and love our solutions. We have communal goals, a team spirit, and company leadership caring about onboarding correctly.

Here’s what you’ll do day-to-day:

Answer live chats and phone calls, and engage in email communication at a high volume, with customers at different points in the sales process: discovery, decision, and onboarding
Support customers through the process of onboarding
Identify and execute on additional upsell/cross-sell opportunities
Develop customer empathy and product expertise
Advise on onboarding solutions for small businesses leveraging internal resources

Here’s what we're looking for:

Minimum of 1-2 year previous experience working in a high volume onboarding or customer service environment where you were cross-selling, up-selling, or maintaining a quota / KPIs.
Desire to pursue a career in onboarding long-term
A commitment to customer empathy and ethical business practices
Passion to achieve goals and improve your craft
Excellent communication skills both via phone and email/chat
Motivated by challenge and adaptable to change

Our cash compensation range for this role is offering hourly pay from $23.00 - $24.50 for Denver, Las Vegas, Chicago, and Phoenix. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure,

Jr. Onboarding Associate

Job Description

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