Jr. Onboarding Associate
About The Position
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.
Requirements
- 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
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
