Participant Support Specialist

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 ourTotal 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