Retirement Implementation Specialist

Overview

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. Gusto serves more than 400,000 businesses nationwide from offices in Denver, San Francisco, and New York.

Our mission is to create a world where work empowers a better life. We are committed to a collaborative and inclusive workplace, both physically and virtually.

About the Role

As a core member of the Retirement Implementation team, you’ll be responsible for setting up customers with their new 401(k) retirement plan while providing a delightful experience. You’ll guide customers through the process, provide timely information, and keep all moving parts running smoothly. You will use project-management skills to streamline plan administration, drive operations, and support the retirement engine at Gusto.

About the Team

Our Customer Care team is central to delivering a world-class customer experience. For our retirement product, this team creates a seamless and supportive experience for small business owners and their employees, helping us maintain a high NPS score while serving tens of thousands of businesses. We seek support experts who thrive in a fast-paced, solutions-based call center environment.

Responsibilities

• 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 throughout the resolution process.
• Work primarily on live inbound phone channels, with flexibility to support email and chat channels as needed.
• Meet and maintain benchmarks for call volume, solved cases, and metrics such as CSAT.
• Act as the first line of defense for customer technical issues and troubleshooting within our product.
• Collaborate with cross-functional stakeholders (Product, Engineering, Sales) to problem-solve and provide optimal solutions.
• Navigate multiple product tools (Salesforce, Slack, Google Suite, Jira) to ensure organized handling of sensitive information.
• Identify trends and share insights with Product and Engineering teams to enhance our product suite.

Qualifications

Compensation and Location

Cash compensation for this role ranges by location : Denver, Portland & most major metro locations : $23.50 / hour to $26.44 / hour; Phoenix : $21.80 / hour to $24.52 / hour. Final offer amounts depend on location, experience, and expertise.

Work Arrangements

Gusto has physical offices in Denver, San Francisco, and New York City. Employees based in those locations are expected to work from the office on designated days (approximately 2–3 days per week or more, depending on role). Office expectations also apply to Symmetry, Gusto’s subsidiary in Scottsdale. San Francisco office expectations cover the SF and SF Bay Area.

Where approved to work from a non-office location, a secure and reliable internet connection is required, including non-office days for hybrid employees.

Equal Opportunity and Inclusion

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 or related medical conditions), marital status, ancestry, disability, veteran status, gender identity or expression, sexual orientation, or other legally protected characteristics. We consider qualified applicants with criminal histories, consistent with applicable laws. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you require accommodations at any time during the candidate journey, please let us know.

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