Senior 401(k) Participant Support Specialist

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

Job summary

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

The role requires empathy, composure under pressure, and a genuine interest in helping people navigate their financial futures, with hybrid office

Qualifications

• 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.
• Strong written and verbal communication across channels.
• Ability to multitask and stay composed under pressure.

Responsibilities

• Deliver exceptional Tier 2 support for complex participant inquiries via phone and email.
• Own the participant lifecycle with a focus on escalated and sensitive cases.
• Manage inbound/outbound workload, prioritizing by urgency while meeting CSAT and response-time targets.
• Collaborate with Sales, Engineering, Operations, and Legal to resolve complex issues and improve outcomes.
• Identify trends in participant feedback and surface insights to drive product/process improvements.
• Navigate multiple CX platforms and CRMs like Salesforce, Jira, Zendesk with data privacy in mind.
• Handle conversations empathetically and steer towards resolution aligned with company values.
• Report to the Customer Support Manager.

Skills

Customer care

Communication

Adaptability

Problem solving

Education

BA/BS degree

Tools

Salesforce

Jira

Zendesk

Job description

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

The role requires empathy, composure under pressure, and a genuine interest in helping people navigate their financial futures, with hybrid office