Future Opportunities: Retirement Advocate

About the role

Gusto is seeking motivated, customer-centric professionals interested in being 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.

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 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 your product knowledge and 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 your 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. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs.

Requirements

• 3-6 years of customer experience with 1+ years of full-time experience in retirement benefits.
• Experience with 401k 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.
• Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.

Qualifications

• Proven ability to provide expert guidance and creative problem-solving to customers.
• Strong interpersonal and communication skills, including the ability to explain complex concepts in simple terms.
• Experience with retirement benefits and familiarity with 401k plans.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of CRM systems and customer relationship management principles.

Skills

• Customer service skills
• Communication skills
• Problem-solving skills
• Technical proficiency with relevant software

Benefits

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.

Pay

The estimated compensation range for these roles is $21.00–$35.00 per hour.

Schedule

This posting represents a general talent pipeline that spans multiple levels within our CX team. 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.