Retirement Implementation Specialist

About Gusto

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  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.

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 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.

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.

• 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.

• Experience: You have 2-4 years of experience in a customer‑facing role requiring complex problem solving, preferably within a regulated industry like Fin Tech, 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,…