Taking applicationsVoice Support·Posted 14h ago
Participant Support Specialist
GustoVerified company
Denver, CO, United States
Pay
$23.5–$26.5/hr
Job type
Full-time · Hybrid
Hours
Flexible
Location
Denver, CO, United States
Open to people in the United States
EnglishMid level
About the role
A Tier 2 participant support role at Gusto Retirement, handling complex 401(k) and IRA inquiries by phone and email. It involves escalated cases, cross-functional collaboration, and meeting CSAT, response-time, and resolution benchmarks, with the listed role based in Denver and hybrid office expectations.
What you'll do
- Deliver Tier 2 support by phone and email
- Own the participant lifecycle and escalated cases
- Manage queue and hit CSAT, response time, and resolution benchmarks
- Collaborate with Sales, Engineering, Operations, and Legal
- Surface trends and share actionable insights
- Use Notion, Jira, Salesforce, and Slack
- Handle sensitive conversations with empathy
- Report to the Customer Support Manager
What you'll need
- 2+ years in customer care, customer success, relationship management, or FinTech
- Benefits, 401(k), payroll, or HR Tech experience is a plus
- Strong phone, listening, and writing skills
- Composure under pressure
- Adaptability with new technologies
- Creative and analytical problem-solving
- Experience with CX platforms and CRMs such as Salesforce, Jira, or Zendesk
- BA/BS degree preferred
Skills
Customer care401(k)/IRA supportPhone and email supportSalesforce/Jira/ZendeskProblem-solvingPrioritizationActive listeningCross-functional collaboration
Benefits
Competitive base payBenefitsEquity (RSUs)
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