Participant Support Specialist

Gusto · Denver, CO - Hybridmid

In short

▸Especialista en soporte para participantes de 401(k) y IRA en un rol de nivel 2, resolviendo consultas técnicas y sensibles.
▸Trabajo diario: soporte por teléfono y correo, gestión de casos complejos, colaboración con ingeniería y producto, análisis de tendencias.
▸Destaca ser el aliado clave en la experiencia del usuario, con enfoque en empatía y mejora continua.

Proficiency in English is required to support customers and collaborate across teams.

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What they ask for

✓2+ años en soporte al cliente, éxito del cliente, gestión de relaciones o fintech
✓Experiencia en beneficios, 401(k), nómina o tecnología HR es una ventaja
✓Habilidades claras de comunicación por teléfono, escucha activa y escritura
✓Capacidad para mantener la calma bajo presión y multitareas
✓Capacidad para gestionar información sensible con rigor y empatía
✓Experiencia con herramientas como Salesforce, Jira, Notion y Slack

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NotionJiraSalesforceSlackAI toolsemailphone supportinternal collaboration platforcustomer lifecycle toolsdata reporting systems

Who should you write to at Gusto?

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About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy . AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. 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,

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