Participant Support Specialist
Provides Tier 2 phone and email support for complex 401(k) participant and IRA inquiries, managing sensitive cases and identifying trends for cross-functional improvements. Requires 2+ years in customer care, customer success, relationship management, or FinTech and strong communication, prioritization, and CRM skills.
About the job
Responsibilities
- Deliver exceptional Tier 2 support for complex participant inquiries through phone and email.
- Own the full participant lifecycle, including escalated and sensitive cases.
- Manage inbound phone and email queues while meeting CSAT, response-time, and resolution-rate benchmarks.
- Collaborate with Sales, Engineering, Operations, and Legal to troubleshoot complex issues.
- Identify participant feedback trends and share actionable insights to improve products and processes.
- Use Notion, Jira, Salesforce, and Slack while handling sensitive information securely.
- Navigate difficult conversations with empathy, active listening, and sound judgment.
Requirements
- 2+ years of experience in customer care, customer success, relationship management, or FinTech.
- Strong phone, listening, and written communication skills.
- Ability to remain composed under pressure, multitask, and reprioritize.
- Adaptability and ability to learn new technologies quickly.
- Creative and analytical problem-solving skills.
- Strong prioritization and organizational skills.
- Customer-feedback and continuous-improvement mindset.
- Technical proficiency with CX platforms and CRMs such as Salesforce, Jira, Zendesk, or similar tools.
- Ownership of cases through resolution.
- BA/BS degree.
Nice-to-haves
- Experience in Benefits, 401(k), Payroll, or HR Tech.
Compensation and Benefits
- Cash compensation: $23.50/hr–$26.44/hr in Denver and most locations; additional locations vary based on geographic pay practices.
- Full-time employees receive competitive base pay, benefits, and equity in the form of RSUs.
- Hybrid employees based in Denver are expected to work from the office approximately 2–3 days per week or more depending on the role.
Skills
Salesforce, Jira, Zendesk, Notion, Slack, Customer Support, Customer Relationship Management, 401(K), Payroll, Hr Technology, Phone Support, Email Support
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