Tier 2 401(k) Participant Support Specialist

Gusto; Scottsdale (AZ); Hybride; USD 30 000 - 36 000; Plein temps

Avantages offerts par ce poste

Equity (RSUs)

Competitive pay & benefits

Résumé du poste

Gusto is seeking a Tier 2 Customer Support specialist for its Retirement team in a hybrid role. You will handle complex educational and technical inquiries from 401(k) participants and IRA owners, acting as a trusted resource across email and phone while collaborating with Product, Engineering, Operations, and Legal to drive improvements.

You'll manage sensitive conversations with empathy, maintain high CSAT scores, and own the participant lifecycle from onboarding to resolution.

Qualifications

• 2+ years in customer care, customer success, or FinTech.
• Experience with Benefits, 401(k), Payroll, or HR tech is a plus.
• Strong phone, listening, and writing skills across channels.

Responsabilités

• Deliver Tier 2 support via phone and email for complex inquiries.
• Own the participant lifecycle and escalated, sensitive cases.
• Balance inbound calls and emails while meeting quality metrics.
• Collaborate with Sales, Engineering, Operations, and Legal.
• Identify trends and surface insights to improve products.

Connaissances

Customer care

Communication

Multitasking

Adaptability

Problem solving

Prioritization

Voice of the customer

CX platforms

CRMs

Formation

BA/BS degree preferred

Outils

Salesforce

Jira

Zendesk

Notion

Slack

Description du poste

Gusto is seeking a Tier 2 Customer Support specialist for its Retirement team in a hybrid role. You will handle complex educational and technical inquiries from 401(k) participants and IRA owners, acting as a trusted resource across email and phone while collaborating with Product, Engineering, Operations, and Legal to drive improvements.

You'll manage sensitive conversations with empathy, maintain high CSAT scores, and own the participant lifecycle from onboarding to resolution.