Senior 401(k) 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

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.