• The Onboarding Specialist is responsible for managing four key mailboxes: Onboarding, Project Start, Purchase Orders and Invoice Issues. • Collaborates with both internal and external customers throughout the entire onboarding process. • Ensures smooth transitions between onboarding phases and provides ongoing support. • Investigate billing discrepancies, process adjustments, and manage invoicing and collections. • Communicate with Credit, Customer Service and Sales regarding new account builds. • Customer Account maintenance: update Sales Tax Exemptions, profile fees, EIR/EEC Fees, customer service contacts, sales contacts, purchase order requirements.

• Develop collaborative relationships across various departments • Actively collaborate with account managers and clinical sales consultants • Analyze, synthesize, and provide clinical detail on High-Cost Claims & Authorization reports • Support clinical management team and client audits

• Own the onboarding process from client sign-up through completion. Build and manage onboarding timelines, track dependencies, and proactively remove blockers to keep projects moving forward. Hold both clients and internal teams accountable through clear expectations and steady, professional follow-up. • Serve as the primary point of contact for clients during onboarding. Translate complex sales tax and data concepts into simple, actionable explanations. Set clear expectations, provide guidance, and help clients feel supported, informed, and confident throughout the process. • Coordinate closely with internal teams (including tax settings, filing, etc.) to ensure dependencies are understood, work is sequenced correctly, and handoffs happen on time. Act as the central source of truth for onboarding status and next steps. • Analyze large and often complex transaction datasets using Excel to understand how client data flows through systems. Create clear, practical mapping notes that explain how the client’s transactions should be categorized for tax collection and filing. Partner with internal teams to apply those mappings in our tools, and identify gaps or inconsistencies in the data so they can be resolved quickly. • Interpret sales tax-related findings and explain their implications to clients from a big-picture, consultative perspective. While you will not perform nexus analyses, you will help clients understand results, obligations, and decisions in partnership with other teams. • Continuously look for ways to improve the onboarding experience and internal workflows. Contribute ideas, document learnings, and help evolve processes so onboarding becomes smoother, faster, and more scalable over time.

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.