Participant Support Specialist

About the Role:

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.

About the Team:

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.

Here’s what you’ll do day-to-day:

• 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.

Here’s what we're looking for:

• 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
• 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 preferred

Our cash compensation range for this role is $23.51/hr—$26.45/hr in Denver. Additional locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.