About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy. AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. About the Role: Your role will be to help small business customers choose Gusto. 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 sales skills. You’ll help them navigate an important onboarding process, demonstrating sophisticated customer success skills. Our team of over a hundred sales professionals includes folks practices across all channels and with different types of customers, but we all share deep passion and commitment to solutions selling: our company exists to solve problems for small businesses, and our sales 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 that cares about selling the right way. Here’s what you’ll do day-to-day: - Customer conversations: Handle high-volume inbound interactions across phone, chat, and email with small business owners at every stage — discovery, decision, and onboarding - Drive outcomes: Treat every touchpoint as a chance to move customers forward, from onboarding milestones to their first payroll run - Grow revenue: Proactively position plan upgrades and surface cross-sell opportunities for Health Insurance, Workers' Comp, and 401(k) - Advisory selling: Build consultative selling skills tailored to small business needs - Product mastery: Develop deep product expertise and genuine customer empathy over time - Growth & community: Participate in career development and community opportunities at Gusto - Use AI-powered workflows as a core part of how you sell: running assigned tools daily, surfacing friction and inefficiencies as you find them, and collaborating with your team to influence what gets built or improved next Here’s what we're looking for: - Experience: 1+ years in a high-volume sales or customer service role where you were cross-selling, upselling, or hitting a quota/KPIs - Customer focus: A genuine commitment to empathy and ethical business practices - Drive: Motivation to hit your goals and continuously sharpen your craft - Communication: Strong skills across phone, email, and chat - Adaptability: You thrive on challenge and adjust quickly when things shift - AI: Proven, day-to-day experience integrating AI into how you work — across writing, research, prep, and summarization as a core part of your workflow, with a track record of giving clear, useful feedback that helps improve your tools and processes 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, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees. 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. Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer. Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.

• Serve as the primary member contact and advocate until their care team is established • Liaise with internal CCA/CareSource providers and external healthcare providers • Educate members on health plan offerings and address questions or concerns • Document members' current healthcare services and new service requests • Schedule new members’ initial nurse intake visits • Utilize communication skills to engage individuals not readily interested in connecting with CCA/CareSource • Provide clinical care via telehealth technologies • Perform any other job related duties as requested

• Manage a portfolio of approximately 6–10 active onboarding accounts. • Serve as the primary point of contact from contract signing through onboarding completion. • Conduct Getting Started Calls (GSCs) to assess practice workflows, specialties, staffing structure, learning preferences, and onboarding requirements. • Establish onboarding expectations, milestones, and timelines. • Manage all client communications via email, phone, and Zoom. • Conduct regular client check-ins throughout the onboarding process. • Monitor client satisfaction and proactively identify potential concerns. • Escalate risks and issues to leadership when appropriate. • Guide clients through go-live preparation and readiness. • Deliver and/or coordinate the complete onboarding sequence, including: Getting Started Call (GSC), Billing Setup Call, Account Configuration, EHR Documentation Training, Billing Training, Insurance Training, Specialty Training, Dress Rehearsal. • Customize training sessions based on specialty, workflow, documentation requirements, and billing processes. • Ensure clients achieve clinical and billing readiness prior to graduation. • Provide same-day post-session recaps with SMART action items. • Maintain accurate documentation of all onboarding activities in Momentum CRM. • Coordinate with Revenue Cycle Management (RCM) teams to schedule and complete billing-related onboarding requirements. • Verify completion of: EDI enrollment, ERA setup, CMPay/Fortis activation. • Ensure all onboarding workstreams remain aligned and on schedule. • Complete graduation readiness verification, including: EDI confirmation, active payment processing, billing training completion, dress rehearsal completion, client confidence assessment. • Prepare and conduct account handoff to the Retention team.

Role Description As an Onboarding Coach, we’re looking for someone who truly understands hospitality and can step into our clients’ shoes to demonstrate how our system makes their lives easier. You’ll care for our clients and their properties just as you would for a guest in a hotel—always going the extra mile. In this role, you’ll train clients on the system, tailoring it to fit their needs as a hospitality business. By asking the right questions, you’ll get to know your clients and ensure that, by the end of the onboarding process, they have a complete understanding of and confidence in using the system. As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto “more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers. Qualifications - Over 1 year of hospitality experience in roles like Front Desk or Revenue Manager. - At least 2 years of relevant industry experience in customer-facing roles. - Fluency in English and Portuguese. - Fluency in Spanish is also preferred. Requirements - Facilitate client onboarding, training, and ongoing support via video, phone, and email. - Resolve customer inquiries and troubleshoot escalated issues across multiple channels. - Partner with Sales to define success, demonstrate ROI, and drive retention. - Build strong client relationships to encourage loyalty and promote product adoption. - Develop a deep understanding of Cloudbeds’ products and customer needs. - Contribute to training materials and stay updated on system changes. - Record activities in Salesforce, gather feedback, and share insights for product improvements. Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full Paid Parental Leave. - Home office stipend based on country of residency. - Professional development courses in Cloudbeds University. - Access to professional development, including manager training, upskilling and knowledge transfer.