Participant Support Specialist

Gusto, Inc.•Denver, CO

9h•$24 - $26•Hybrid

About The Position

We’re looking for someone who thrives on complexity, leads with empathy, and is energized by solving real problems for real people. In this Tier 2 role, you’ll 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’ll also 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 genuinely motivated by helping people navigate their financial futures, this role is for you. At Gusto Retirement, customer care isn’t a support function — it’s a competitive advantage. Our Participant Support team is on the front lines of the 401(k) experience, serving as trusted advocates for the employees who depend on us most.

Requirements

2+ years of experience in customer care, customer success, relationship management, or FinTech
Results-driven with strong phone, listening, and writing skills — you’re a clear, confident communicator across every channel
Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when volume is high or situations are complex
Adaptability — you pick up new technologies quickly, assess situations with good judgment, and always look for smarter ways to get things done
Creative and analytical problem-solving skills — you dig into issues and find the best path forward even in ambiguous situations
Strong prioritization and organization — you manage competing demands without dropping the ball
Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements
Technical proficiency — experienced with CX platforms and CRMs such as Salesforce, Jira, Zendesk, or similar tools
Drive and ownership — you don’t close a case until the participant is genuinely supported and satisfied
BA/BS degree

Nice To Haves

Experience in Benefits, 401(k), Payroll, or HR Tech is a plus

Responsibilities

Deliver exceptional Tier 2 support. Serve as the in-depth resource for complex participant inquiries — going above and beyond via phone and email to resolve issues and build lasting trust.
Own the participant lifecycle. Be the go-to expert for the full participant experience at Gusto Retirement, with a focus on escalated and sensitive cases.
Manage your queue with intention. Balance inbound phone and email support, prioritizing by urgency while consistently hitting quality benchmarks — CSAT, response time, and resolution rate.
Collaborate cross-functionally. Partner with Sales, Engineering, Operations, and Legal to troubleshoot complex issues and deliver the best possible outcomes for participants.
Identify and surface trends. Spot patterns in participant feedback, flag gaps, and share actionable insights with internal teams to drive product and process improvements.
Navigate tools with confidence. Manage multiple platforms simultaneously — Notion, Jira, Salesforce, and Slack — while handling sensitive information with the utmost care.
Handle sensitive conversations with care. Bring empathy and active listening to difficult situations, finding paths to resolution that reflect Gusto’s values.
Report to the Customer Support Manager.