Description
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.
We're looking for a Participant Support Specialist to join our team.
About the Role: In this Tier 2 role, you'll handle in-depth technical and educational inquiries from 401(k) participants and IRA owners, acting as the go-to resource for escalated issues across email and phone. You'll also collaborate closely with Product, Engineering, Operations, and Legal to surface trends, close gaps, and continuously improve the participant experience.
Responsibilities:
- Deliver exceptional Tier 2 support, serving as the in-depth resource for complex participant inquiries
- Own the participant lifecycle, being the go-to expert for the full participant experience at Gusto Retirement
- Manage your queue with intention, balancing inbound phone and email support while hitting quality benchmarks
- Collaborate cross-functionally with Sales, Engineering, Operations, and Legal to troubleshoot complex issues
- Identify and surface trends, spotting patterns in participant feedback and sharing actionable insights
- Navigate tools with confidence, managing multiple platforms simultaneously
- Handle sensitive conversations with care, bringing empathy and active listening to difficult situations
Requirements:
- 2+ years of experience in customer care, customer success, relationship management, or FinTech
- Experience in Benefits, 401(k), Payroll, or HR Tech is a plus
- Results-driven with strong phone, listening, and writing skills
- Composure under pressure, with the ability to multitask and reprioritize on the fly
- Adaptability, creative and analytical problem-solving skills, and strong prioritization and organization
- Technical proficiency with CX platforms and CRMs such as Salesforce, Jira, Zendesk, or similar tools
Benefits: Gusto offers competitive base pay, benefits, and equity (RSUs) to all full-time employees.
Salary: $23.50/hr - $26.44/hr in Denver and most locations.
Work Environment: Hybrid, with physical office spaces in Denver, San Francisco, and New York City.