Retirement Advocate Denver, CO; Chicago, IL; Phoenix, AZ; Las Vegas, NV

Denver, CO;
Chicago, IL;
Phoenix, AZ;
Las Vegas, NV

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k) s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country and we’re building a workplace that represents and celebrates the customers we serve.

Learn more about our Total Rewards philosophy.

About the Role

Gusto is seeking motivated, customer‑centric professionals for our Retirement Benefits CX team. These roles are ideal for customer‑facing retirement benefits professionals who thrive in a fast‑paced, consultative environment and are passionate about helping small businesses succeed. Selected candidates will be considered for start dates in 2026.

Responsibilities:

• Own the customer journey by building trust, rapport, and partnership with customers through inbound and outbound phone, email, and Zoom interactions.
• Provide passionate, opinionated, consistent, expert, reliable support as the point of contact for retirement benefits inquiries.
• Leverage AI‑assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice.
• Identify churn risk and quickly act to deliver solutions that mitigate risk, using product knowledge and a deep understanding of each individual customer.
• Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs.
• Partner with customers and cross‑functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes.
• Think creatively, pivot quickly, live in ambiguity, and collaborate strategically, expanding critical thinking skills to solve problems across the business.

Qualifications:

• 3‑6 years of customer experience with at least 1 year of full‑time experience in retirement benefits.
• Experience with 401(k) retirement plans preferred.
• Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem‑solving.
• Ability to synthesize and communicate complex subjects clearly and effectively, in both verbal and written form, with customers and internal partners.
• Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
• Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high‑priority resolutions effectively.

Final compensation will be determined based on the specific role, level, and experience alignment. The estimated compensation range for these roles is $21.00–$35.00 per hour.

Employees based in Denver, San Francisco, or New York City will be expected to work from the office approximately 2‑3 days per week (or more, depending on the role). The same expectations apply to all Symmetry roles whose physical office is in Scottsdale. A reliable internet connection is required for non‑office days.

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 protected characteristic. We provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

If you require a medical or religious accommodation at any time, please let us know.