401(k) Sponsor Support Specialist

The Wrap; Denver (CO); Hybrid; USD 32,000 - 37,000; Full time

Job summary

Gusto is seeking a Customer Care professional to be the first point of contact for plan sponsors and employers, delivering warm, clear, and proactive support by phone and email. You’ll partner with Product, Engineering, and Sales to identify trends, improve the customer experience, and influence product decisions from the front lines.

If you stay calm under pressure, own issues end-to-end, and value helping customers secure better financial outcomes, this role offers meaningful impact and growth

Qualifications

• 2+ years of customer service or contact center experience, preferably in B2B SaaS.
• 2+ years delivering outstanding customer experiences via phone and email — payroll/HR tech is a plus.

Responsibilities

• Deliver exceptional service as the first voice and face of Gusto 401(k) for B2B customers.
• Manage your queue with intention, balancing inbound phone support and email while hitting quality benchmarks.
• Collaborate cross-functionally with Product, Engineering, and Sales to troubleshoot issues.
• Identify and surface trends, sharing insights to drive product and process improvements.
• Navigate tools across Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira.
• Escalate complex issues strategically and see them through to resolution.
• Handle sensitive conversations with empathy and active listening.
• Leverage AI tools to work more efficiently and deliver faster solutions.

Skills

Customer service

B2B SaaS experience

Strong communication

Problem solving

Education

Experience in Payroll/HR Tech

Tools

Talkdesk

Salesforce

Slack

Google Suite

Confluence

Jira

Job description

Gusto is seeking a Customer Care professional to be the first point of contact for plan sponsors and employers, delivering warm, clear, and proactive support by phone and email. You’ll partner with Product, Engineering, and Sales to identify trends, improve the customer experience, and influence product decisions from the front lines.

If you stay calm under pressure, own issues end-to-end, and value helping customers secure better financial outcomes, this role offers meaningful impact and growth