Hybrid opportunity at
GustoParticipant Support Specialist
Gusto operates a platform serving over half a million small businesses nationwide by managing essential back-office functions including payroll, health benefits, 401(k) plans, and human resources…
Career Tools
About This Role
Gusto operates a platform serving over half a million small businesses nationwide by managing essential back-office functions including payroll, health benefits, 401(k) plans, and human resources administration. To support this mission, the company is seeking a Participant Support Specialist to join the Gusto Retirement team in a Tier 2 capacity. This hybrid position involves addressing advanced educational and technical questions from individual account holders and IRA owners via telephone and…
Job Description
Gusto operates a platform serving over half a million small businesses nationwide by managing essential back-office functions including payroll, health benefits, 401(k) plans, and human resources administration. To support this mission, the company is seeking a Participant Support Specialist to join the Gusto Retirement team in a Tier 2 capacity. This hybrid position involves addressing advanced educational and technical questions from individual account holders and IRA owners via telephone and electronic mail.
The ideal candidate is comfortable handling complex scenarios with empathy, maintaining composure during high-volume periods, and resolving sensitive inquiries effectively. Professionals in this role will act as primary advocates for account holders while coordinating alongside internal departments such as Product, Engineering, Legal, and Operations to identify feedback trends and resolve escalated concerns. Team members are also expected to engage with relevant artificial intelligence tools as part of their day-to-day workflow.
Gusto maintains physical workspaces in San Francisco, New York City, Denver, and Scottsdale, and requires staff located near those offices to work on-site approximately two to three days each week. All full-time personnel receive competitive base pay, equity options in the form of RSUs, and standard employee benefits.
Responsibilities
- Manage Tier 2 support interactions by handling intricate participant inquiries through phone and email channels
- Own escalated and sensitive cases throughout the participant lifecycle at Gusto Retirement
- Handle inbound queues by prioritizing requests based on urgency while meeting metrics for resolution rate, response time, and CSAT
- Partner cross-functionally with Engineering, Sales, Operations, and Legal departments to troubleshoot issues
- Analyze participant feedback to spot recurring patterns and share actionable insights with internal teams
- Navigate multiple software systems simultaneously including Notion, Jira, Slack, and Salesforce
- Report directly to the Customer Support Manager
Requirements
- Minimum of two years of professional experience within client care, customer success, relationship management, or the FinTech sector
- Demonstrated ability to communicate clearly and effectively across verbal and written channels
- Capability to multitask, maintain composure under pressure, and adapt quickly to new technologies
- Strong organizational skills with the ability to manage competing priorities without losing track of details
- Commitment to seeing cases through to resolution to ensure genuine customer satisfaction
- Access to a reliable and secure internet connection for remote work days
Qualifications
- Prior background working in HR Tech, Payroll, Benefits, or 401(k) administration
- Possession of a Bachelor of Arts or Bachelor of Science degree
Core Skills
Benefits
- Competitive base compensation with cash ranges varying by geographical location
- Eligibility for equity in the form of restricted stock units
- Standard employee benefits package for full-time staff
Frequently Asked Questions
Is this position remote or in-office?
This is a hybrid role. Staff living near office locations in San Francisco, New York City, Denver, or Scottsdale are expected to work on-site approximately two to three days per week, with remaining days completed remotely using a reliable internet connection.
What is the salary range for this role?
Cash compensation depends on geographic location. The listed pay range is $21.80 to $24.52 per hour in Phoenix and $23.51 to $26.45 per hour in Denver, with final offers determined by factors such as location, experience, and expertise.
What level of experience is required?
Candidates must have at least two years of background in customer success, customer care, relationship management, or the FinTech industry. Experience in 401(k), Benefits, Payroll, or HR Tech is considered a plus.
What employment type is this job?
This position is offered on a full-time employment basis.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.