Backed by General Catalyst, Kleiner Perkins and Y Combinator.
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.
What they're looking for
- 2+ years of experience in customer care, customer success, relationship management, or FinTech
- Experience in Benefits, 401(k), Payroll, or HR Tech is a plus
- Results-driven with strong phone, listening, and writing skills — you’re a clear, confident communicator across every channel
- Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when volume is high or situations are complex
- Adaptability — you pick up new technologies quickly, assess situations with good judgment, and always look for smarter ways to get things done
- Creative and analytical problem-solving skills — you dig into issues and find the best path forward even in ambiguous situations
More about this role
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 our Total 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.
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...
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