Retirement Implementation Specialist

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stufflike payroll health insurance 401(k)s and HRso owners can focus on their craft and customers. With teams in Denver San Francisco and New York were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

About the Role:

As a core member of the Retirement Implementation team youll be responsible for setting up customers with their new 401(k) retirement plan while providing a delightful experience. Youll put their minds at ease by guiding them through the process providing timely information and keeping all the moving parts running smoothly. You will use your project-management skills to streamline plan administration drive operations and build the retirement engine that will make benefits with Gusto great.

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.

Heres what youll 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.

Heres what were 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 Gustos 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 its 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 toGustos Applicant Privacy Notice.