Participant Support Specialist New Denver, CO - Hybrid

Gusto; Denver, Northern (CO, KY); On-site; USD 33,000 - 36,000; Full time

Job summary

Gusto Retirement is seeking a detail-oriented Tier 2 Participant Support specialist who handles in-depth inquiries from 401(k) participants and IRA owners, acting as the go-to resource across email and phone. You’ll 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 motivated by helping people navigate their financial futures, this role is

Qualifications

• 2+ years 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; clear communicator across channels.
• Composure under pressure; multitasking and prioritization in high volume situations.

Responsibilities

• Deliver exceptional Tier 2 support via phone and email.
• Own the participant lifecycle with a focus on escalated cases.
• Manage queue with urgency-based prioritization and quality targets.
• Collaborate with Sales, Engineering, Operations, and Legal to troubleshoot issues.
• Identify trends and surface actionable insights to improve products and processes.
• Navigate multiple CX platforms securely (Notion, Jira, Salesforce, Slack).
• Handle sensitive conversations with empathy and ownership; report to Leadr.

Skills

Customer care

Communication

Multitasking

Empathy

CX platforms

Tools

Salesforce

Jira

Zendesk

Job 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. 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

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.

Voluntary Self-Identification

Our customers come from all walks of life and so do we. We hire people from a wide variety of backgrounds, not just because it's the right thing to do, but because it helps us to build better products, better serve our customers, and makes our company stronger.

In addition to the information required to consider your application, below is a set of demographic questions that help us identify areas for improvement in our process and further support the development and execution of our diversity efforts and programs as well as to create a more inclusive environment for all employees.

Your responses to these questions will be recorded and maintained in a confidential file. Your responses, or your wish not to answer, will not be associated with your specific application, will not be shared with hiring managers, and will not in any way be used in making any employment decisions, including hiring decisions.

Please use this as a reference while completing the disability self-identification:

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:

• Blindness
• Deafness
• Cancer
• Diabetes
• Epilepsy
• Autism
• Cerebral palsy
• HIV/AIDS
• Bipolar disorder
• Multiple sclerosis (MS)
• Missing limbs or partially missing limbs
• Post-traumatic stress disorder (PTSD)
• Impairments requiring the use of a wheelchair

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