Retirement Customer Care Advocate

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

This role is for those who thrive in dynamic teams and have a proactive, solution-oriented mindset. As a Retirement Customer Care Advocate, you will be the first point of contact for users reaching out through inbound phone calls and email. You will guide customers through our product features and act as their advocate internally to influence our product decisions and roadmap. You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution for both business clients (Plan Sponsors) and their employees (Participants).

About the Team:

Our Customer Care team is the linchpin of our world-class customer experience. For our new retirement product, this team will be responsible for creating a seamless and supportive experience for both small business owners and their employees. With their passion, insight, and customer advocacy, this team helps us maintain a high NPS score while serving tens of thousands of businesses. We are seeking support experts who thrive in a fast-paced, solutions-based call center environment.

Here’s what you’ll do day-to-day:

• Serve as a subject matter expert on 401(k) plan administration topics, including contributions, distributions, loans, compliance, and eligibility for both Plan Sponsors and Participants.
• Provide professional and empathetic customer service to B2B clients and their employees via phone and email.
• Own customers' inquiries from start to finish, keeping the customer updated at all times during the resolution process.
• While you can expect to primarily be on our live inbound phone channel, be prepared to flex onto our email and/or chat channels based on business needs.
• Achieve and maintain benchmarks for call volume, solved cases, and other department-wide metrics such as customer satisfaction score (CSAT).
• Act as the first line of defense for customer technical issues and troubleshooting within our product.
• Collaborate with cross-functional stakeholders like Product, Engineering, and Sales to problem-solve and provide optimal solutions.
• Navigate multiple product tools (like Salesforce, Slack, Google Suite, and Jira) to ensure organized and accurate handling of sensitive information.
• Identify trends and share valuable insights with Product and Engineering teams to enhance our product suite.

Here’s what we're looking for:

• Experience: You have 2-4 years of experience in a customer-facing role requiring complex problem-solving, preferably within a regulated industry like FinTech, insurance, or financial services. High-volume phone experience is required.
• Technical Ability: You feel comfortable working with multiple technologies in a digital-first environment, using tools such as Salesforce, Slack, and Confluence.
• A Go-Getter: A highly driven individual with a focus on execution, a strong sense of urgency, and a willingness to go the extra mile.
• Collaborative: You are a consummate teammate who works well with others, values contributions, and is a key player in team wins.
• Accountable: A proactive problem solver with strong critical thinking skills who takes pride in seeing customer interactions through from start to finish.
• Resilient: You thrive in fast-paced, ever-changing work environments, use resources before escalating, and know when to ask for help.
• Strong Communicator: You have exemplary phone, listening, and writing skills and are adept at explaining technical concepts to a wide range of audiences.

Our cash compensation amount for this role is $23.50/hour to $26.44/hour for Denver, Portland & most major metro locations, and $21.80/hour to $24.52/hour for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.