Participant Support Specialist

Gusto, Inc.; Denver (CO); Hybrid; USD 32,000 - 36,000; Full time

Job summary

Gusto Retirement is seeking a Tier 2 specialist to handle in-depth inquiries from 401(k) participants and IRA owners, serving as the go-to resource across email and phone. You’ll collaborate with Product, Engineering, Operations, and Legal to surface trends, close gaps, and improve the participant experience.

If you’re curious, calm under pressure, and motivated to help people navigate their financial futures, this role is for you.

Qualifications

• 2+ years of experience in customer care, customer success, or FinTech
• Experience in Benefits, 401(k), Payroll, or HR Tech is a plus
• Excellent verbal and written communication across channels
• Ability to multitask and stay composed under high volume
• Strong judgment and adaptability with new tech
• Analytical problem-solving and attention to patterns in feedback
• Strong organization and prioritization
• Customer-centric mindset with voice of the customer instincts
• Technical proficiency with CX platforms and CRMs like Salesforce, Jira, Zendesk
• Drive and ownership; ensure cases are resolved satisfactorily

Responsibilities

• Deliver Tier 2 support via phone and email and resolve complex issues
• Own the participant lifecycle with escalated and sensitive cases
• Balance inbound queues while maintaining quality metrics
• Collaborate with Sales, Engineering, Operations, and Legal
• Identify trends and surface actionable insights for product and process improvement
• Navigate tools like Notion, Jira, Salesforce, Slack with care
• Handle sensitive conversations with empathy
• Report to the Customer Support Manager

Skills

Customer care

Phone communication

Written communication

Multitasking

Prioritization

Adaptability

Problem solving

Voice of the customer

Technical proficiency

Education

BA/BS degree

Tools

Salesforce

Jira

Zendesk

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:

We’re looking for someone who thrives on complexity, leads with empathy, and is energized by solving real problems for real people. 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.

If you’re naturally curious, calm under pressure, and genuinely motivated by helping people navigate their financial futures, this role is for you.

About the Team:

At Gusto Retirement, customer care isn’t a support function — it’s a competitive advantage. Our Participant Support team is on the front lines of the 401(k) experience, serving as trusted advocates for the employees who depend on us most.

Here’s what you’ll do day-to-day:

• Deliver exceptional Tier 2 support. Serve as the in-depth resource for complex participant inquiries — going above and beyond via phone and email to resolve issues and build lasting trust.
• Own the participant lifecycle. Be the go-to expert for the full participant experience at Gusto Retirement, with a focus on escalated and sensitive cases.
• Manage your queue with intention. Balance inbound phone and email support, prioritizing by urgency while consistently hitting quality benchmarks — CSAT, response time, and resolution rate.
• Collaborate cross-functionally. Partner with Sales, Engineering, Operations, and Legal to troubleshoot complex issues and deliver the best possible outcomes for participants.
• Identify and surface trends. Spot patterns in participant feedback, flag gaps, and share actionable insights with internal teams to drive product and process improvements.
• Navigate tools with confidence. Manage multiple platforms simultaneously — Notion, Jira, Salesforce, and Slack — while handling sensitive information with the utmost care.
• Handle sensitive conversations with care. Bring empathy and active listening to difficult situations, finding paths to resolution that reflect Gusto’s values.
• Report to the Customer Support Manager.

Here’s what we’re looking for:

• 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 — you’re a clear, confident communicator across every channel
• Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when volume is high or situations are complex
• Adaptability — you pick up new technologies quickly, assess situations with good judgment, and always look for smarter ways to get things done
• Creative and analytical problem-solving skills — you dig into issues and find the best path forward even in ambiguous situations
• Strong prioritization and organization — you manage competing demands without dropping the ball
• Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements
• Technical proficiency — experienced with CX platforms and CRMs such as Salesforce, Jira, Zendesk, or similar tools
• Drive and ownership — you don’t close a case until the participant is genuinely supported and satisfied
• BA/BS degree

Our cash compensation range for thisrole is $23.50/hr—26.44/hr in Denver and most locations. Additional locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, 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.