Retirement Advocate

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.

We are seeking motivated, customer‑centric professionals to be considered for future Retirement Benefits Customer Experience opportunities in 2026. 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.

As a seasoned Retirement Benefits Advocate, you will act as the single point of contact for all support inquiries, enhancing user experience and serving as a subject‑matter expert for Gusto’s core products. You will serve as a strategic partner, providing a holistic and consultative approach to help clients optimize their retirement plan. Your mission is to empower our clients by proactively educating them on their plan’s health, fiduciary responsibilities, and the tools available to drive employee engagement and retirement readiness.

You’ll build deep client loyalty and act as the driver for full resolution of all plan‑related matters, delivering an exceptional customer experience to build trust and loyalty to Gusto.

• 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 a 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 to mitigate the risk of churn, using product knowledge and a unique 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 and creatively problem‑solving across all areas of the business.

• 3–6 years of customer experience work with 1+ years of full‑time experience in retirement benefits.
• Experience with 401(k) retirement plans preferred.
• Account management experience 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, both verbally and in writing, with customers and internal partners.
• Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
• Excellent at balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high‑priority resolutions effectively.

Compensation:
The estimated range for these roles is $21.00–$35.00 per hour and will be determined based on role, level, and experience.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees 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 expectations apply to Symmetry roles whose office is in Scottsdale.

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

Gusto is a proud equal‑opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other legally protected characteristic. We consider qualified applicants with criminal histories in compliance with applicable law and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans.

If you require a medical or religious accommodation during your application journey, please let us know.

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.