# Participant Support Specialist

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Denver, CO
**Role:** Customer Support
**Salary:** $49k – $55k/yr
**Experience:** 2+ years
**Skills:** Salesforce, Jira, Zendesk, Notion, Slack, Customer Support, Customer Relationship Management, 401(K), Payroll, Hr Technology, Phone Support, Email Support
**Posted:** 2026-08-20

> 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.

## Job Description

## 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.

## Similar jobs

- [Customer Support Specialist 1 - Gaidge - GCM](https://hotfix.jobs/jobs/dcdc6e12-c339-4a3b-afef-d4cf1efcaaf7) - PracticeTek - San Diego, CA - $50k – $60k/yr
- [Customer Support Specialist, HRIS](https://hotfix.jobs/jobs/10373aba-7ed5-4e45-9935-0c986a181484) - Rippling - Remote - $46k – $49k/yr
- [Customer Support Specialist, Time & Attendance / Scheduling](https://hotfix.jobs/jobs/cfaea8c9-344f-4a9e-a3f8-2715d7bf7394) - Rippling - Remote - $46k – $48k/yr
- [Account Coordinator](https://hotfix.jobs/jobs/ce8c917b-7fa3-412a-a86f-92032333319d) - Gusto - Denver, CO - $45k – $51k/yr
- [Customer Care Associate](https://hotfix.jobs/jobs/5cc77ad2-6f12-4430-b3e3-84d6f07c7138) - Headway - Remote - $54k – $80k/yr

**Apply:** https://hotfix.jobs/jobs/71208b09-f0b3-461a-a301-abf540780c76
**Canonical:** https://hotfix.jobs/jobs/71208b09-f0b3-461a-a301-abf540780c76