Participant Support Specialist

• 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
• 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
• 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

Benefits

• Gender-affirming care and support
• Family care and support, including family planning and fertility benefits
• A variety of mental health resources
• Medical, dental, and vision insurance for employees and dependents
• Free meals and refreshments at the office (conversation and community is an added bonus!)
• Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more

• If you’re naturally curious, calm under pressure, and genuinely motivated by helping people navigate their financial futures, this role is for you
• Creative and analytical problem-solving skills — you dig into issues and find the best path forward even in ambiguous situations
• 2+ years of experience in customer care, customer success, relationship management, or FinTech
• Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when volume is high or situations are complex
• Results-driven with strong phone, listening, and writing skills — you’re a clear, confident communicator across every channel
• Technical proficiency — experienced with CX platforms and CRMs such as Salesforce, Jira, Zendesk, or similar tools
• Experience in Benefits, 401(k), Payroll, or HR Tech is a plus
• Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements
• Drive and ownership — you don’t close a case until the participant is genuinely supported and satisfied
• Adaptability — you pick up new technologies quickly, assess situations with good judgment, and always look for smarter ways to get things done
• Strong prioritization and organization — you manage competing demands without dropping the ball
• BA/BS degree