The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
- + years of experience in customer care, customer success, relationship management, or FinTech
- Experience in Benefits, 401(k), Payroll, or HR Tech is a plus
