Future Opportunities: Retirement Advocate
About The Position
Gusto is seeking motivated, customer-centric professionals interested in being considered for future retirement benefits customer experience opportunities in 2026. These roles are ideal for customer-facing retirement benefits professionals who thrive in a fast-paced, consultative environment and are passionate about helping small businesses succeed. As a seasoned Retirement Benefits Advocate, you will act as the single point of contact for all support inquiries, enhancing user experience and serving as a subject matter expert for Gusto’s core products. You will serve as a strategic partner, providing a holistic and consultative approach to help clients optimize their retirement plan. Your mission is to empower our clients by proactively educating them on their plan's health, fiduciary responsibilities, and the tools available to drive employee engagement and retirement readiness. You will build deep client loyalty and act as the driver for full resolution of all plan-related matters. You’ll address and solve real problems and deliver an exceptional customer experience to build trust and loyalty to Gusto.
Requirements
- 3-6 years of customer experience with 1+ years of full-time experience in retirement benefits.
- Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners.
- Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
Nice To Haves
- Experience with 401k retirement plans preferred.
- Account Management experience preferred.
- Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving.
- Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.
Responsibilities
- Own the customer journey by building trust, rapport, and partnership with customers through inbound and outbound phone, email, and Zoom interactions.
- Provide passionate, opinionated, consistent, expert, reliable support as a point of contact for retirement benefits inquiries.
- Leverage AI‑assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice.
- Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer.
- Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs.
- Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes.
- Think creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
