Future Opportunities: Retirement Implementation Specialist

Monograph; Phoenix (AZ); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Monograph in Phoenix, Arizona is looking for a dedicated customer support expert to join their Retirement Implementation team. In this role, you will ensure a seamless experience for clients during their transition to a new 401(k) retirement plan.

The ideal candidate will have 2-4 years of experience in a customer-facing role that requires complex problem solving, preferably in a regulated industry. This position offers the opportunity to work with a variety of tools to enhance customer interactions and collaborate with various teams.

Qualifications

• 2-4 years of experience in a customer-facing role.
• High-volume phone experience required.
• Comfortable in a digital-first environment.

Responsibilities

• Serve as a subject matter expert on 401(k) topics.
• Provide professional customer service to clients.
• Collaborate with cross-functional teams.

Skills

Complex problem solving

Customer service

Communication skills

Technical proficiency

Team collaboration

Resilience in fast-paced environments

Tools

Salesforce

Slack

Confluence

Google Suite

Jira

Job description

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

As a core member of the Retirement Implementation team, you’ll be responsible for setting up customers with their new 401(k) retirement plan while providing a delightful experience. You’ll put their minds at ease by guiding them through the process, providing timely information, and keeping all the moving parts running smoothly. You will use your project-management skills to streamline plan administration, drive operations, and build the retirement engine that will make benefits with Gusto great.

About the Team

Our Customer Care team is the linchpin of our world-class customer experience. For our new retirement product, this team will be responsible for creating a seamless and supportive experience for both small business owners and their employees. With their passion, insight, and customer advocacy, this team helps us maintain a high NPS score while serving tens of thousands of businesses. We are seeking support experts who thrive in a fast‑paced, solutions‑based call center environment.

Here’s what you’ll do day‑to‑day

• Serve as a subject matter expert on 401(k) plan administration topics, including contributions, distributions, loans, compliance, and eligibility for both Plan Sponsors and Participants.
• Provide professional and empathetic customer service to B2B clients and their employees via phone and email.
• Own customers' inquiries from start to finish, keeping the customer updated at all times during the resolution process.
• While you can expect to primarily be on our live inbound phone channel, be prepared to flex onto our email and/or chat channels based on business needs.
• Achieve and maintain benchmarks for call volume, solved cases, and other department-wide metrics such as customer satisfaction score (CSAT).
• Act as the first line of defense for customer technical issues and troubleshooting within our product.
• Collaborate with cross‑functional stakeholders like Product, Engineering, and Sales to problem‑solve and provide optimal solutions.
• Navigate multiple product tools (like Salesforce, Slack, Google Suite, and Jira) to ensure organized and accurate handling of sensitive information.
• Identify trends and share valuable insights with Product and Engineering teams to enhance our product suite.

Here’s what we're looking for

• Experience: You have 2-4 years of experience in a customer‑facing role requiring complex problem solving, preferably within a regulated industry like FinTech, insurance, or financial services. High‑volume phone experience is required.
• Technical Ability: You feel comfortable working with multiple technologies in a digital‑first environment, using tools such as Salesforce, Slack, and Confluence.
• A Go‑Getter: A highly driven individual with a focus on execution, a strong sense of urgency, and a willingness to go the extra mile.
• Collaborative: You are a consummate teammate who works well with others, values contributions, and is a key player in team wins.
• Accountable: A proactive problem solver with strong critical thinking skills who takes pride in seeing customer interactions through from start to finish.
• Resilient: You thrive in fast‑paced, ever‑changing work environments, use resources before escalating, and know when to ask for help.
• Strong Communicator: You have exemplary phone, listening, and writing skills and are adept at explaining technical concepts to a wide range of audiences.

Please note, this is for future opportunities that we will likely be hiring for in July.

Office Preferences

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.

Equal Opportunity Statement

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.

Privacy and Security

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Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.