Customer Support Specialist

Gusto's mission is to grow the small business economy by handling payroll, health insurance, 401(k)s, and HR for small businesses. With teams in Denver, San Francisco, and New York, they support more than 500,000 small businesses nationwide. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

As a Tier 2 Participant Support Specialist on the Gusto Retirement team, you will 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 will collaborate with Product, Engineering, Operations, and Legal to surface trends and improve the participant experience.

• Deliver exceptional Tier 2 support via phone and email, resolving complex participant inquiries.
• Own the participant lifecycle, focusing on escalated and sensitive cases.
• Manage your queue by prioritizing urgency while meeting quality benchmarks (CSAT, response time, resolution rate).
• Collaborate cross-functionally with Sales, Engineering, Operations, and Legal.
• Identify and surface trends in participant feedback to drive improvements.
• Navigate multiple platforms including Notion, Jira, Salesforce, and Slack.
• Handle sensitive conversations with empathy and active listening.
• Report to the Customer Support Manager.

• 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 phone, listening, and writing skills.
• Composure under pressure and ability to multitask.
• Adaptability and quick learning of new technologies.
• Creative and analytical problem-solving skills.
• Strong prioritization and organization.
• Voice of the customer instincts.
• Technical proficiency with CX platforms and CRMs such as Salesforce, Jira, Zendesk, or similar.
• Drive and ownership.
• BA/BS degree.

Cash compensation range for this role is $23.51/hr—$26.45/hr in Denver. Final offers vary by location, experience, and expertise. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

This role is based in Denver, CO and is hybrid. Employees based in Denver, San Francisco, or New York City are expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).

Gusto is an equal opportunity employer and considers qualified applicants with criminal histories consistent with applicable law. Reasonable accommodations are available for qualified individuals with disabilities.