Hiring: Participant Support Specialist Company: Gusto Location: Denver Metropolitan Area Job Posted Time: 2026-09-10 14:47:59 Employment Type: Full-time / Hybrid Target Skills & Keywords : Jira, Notion, Salesforce, Slack, Zendesk About the job Experience: •2+ years of experience in customer care, customer success, relationship management, or FinTech Required Skills: •If you’re naturally curious, calm under pressure, and genuinely motivated by helping people navigate their financial futures, this role is for you. •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. Compensation: •We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!