Jr. Onboarding Associate

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

Your role will be to help 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 $20.67- $24.50 for Denver, Phoenix, Las Vegas, Chicago, and Atlanta locations. 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, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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