Participant 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, Gusto supports 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, close gaps, and improve the participant experience.

• Deliver exceptional Tier 2 support via phone and email, resolving complex participant inquiries and building trust.
• Own the participant lifecycle, focusing on escalated and sensitive cases.
• Manage your queue by balancing inbound phone and email support, prioritizing by urgency while meeting quality benchmarks (CSAT, response time, resolution rate).
• Collaborate cross-functionally with Sales, Engineering, Operations, and Legal to troubleshoot complex issues.
• Identify and surface trends in participant feedback, flagging gaps and sharing actionable insights.
• Navigate multiple platforms simultaneously, including Notion, Jira, Salesforce, and Slack, while handling sensitive information.
• 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 and reprioritize.
• 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 tools.
• BA/BS degree preferred.

Cash compensation range is $21.80/hr – $24.52/hr in Phoenix and $23.51/hr – $26.45/hr in Denver. Additional locations vary based on geographical pay approach. Final offers depend on location, experience, and expertise. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

This role is hybrid in Denver, CO or Scottsdale, AZ. 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). The same office expectations apply to all Symmetry roles, whose physical office is in Scottsdale. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Apply through the Gusto Greenhouse job board at the provided URL.