Tier 2 Participant Support Specialist (401(k) & FinTech)

Gusto; Denver, Northern (CO, KY); Hybrid; 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

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