Gusto, Inc.3 days ago
Participant Support Specialist
RUB 3,760–4,230per month · before tax
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Denver
Responsibilities
- 01Deliver exceptional Tier 2 support. Serve as the in-depth resource for complex participant inquiries — going above and beyond via phone and email to resolve issues and build lasting trust.
- 02Own the participant lifecycle. Be the go-to expert for the full participant experience at Gusto Retirement, with a focus on escalated and sensitive cases.
- 03Manage your queue with intention. Balance inbound phone and email support, prioritizing by urgency while consistently hitting quality benchmarks — CSAT, response time, and resolution rate.
- 04Collaborate cross-functionally. Partner with Sales, Engineering, Operations, and Legal to troubleshoot complex issues and deliver the best possible outcomes for participants.
- 05Identify and surface trends. Spot patterns in participant feedback, flag gaps, and share actionable insights with internal teams to drive product and process improvements.
- 06Navigate tools with confidence. Manage multiple platforms simultaneously — Notion, Jira, Salesforce, and Slack — while handling sensitive information with the utmost care.
- 07Handle sensitive conversations with care. Bring empathy and active listening to difficult situations, finding paths to resolution that reflect Gusto’s values.
- 08Report to the Customer Support Manager.
Requirements
- 012+ years of experience in customer care, customer success, relationship management, or FinTech
- 02Experience in Benefits, 401(k), Payroll, or HR Tech is a plus
- 03Results-driven with strong phone, listening, and writing skills — you’re a clear, confident communicator across every channel
- 04Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when volume is high or situations are complex
- 05Adaptability — you pick up new technologies quickly, assess situations with good judgment, and always look for smarter ways to get things done
- 06Creative and analytical problem-solving skills — you dig into issues and find the best path forward even in ambiguous situations
- 07Strong prioritization and organization — you manage competing demands without dropping the ball
- 08Voice of the customer instincts — you proactively identify feedback patterns and translate them into improvements
- 09Technical proficiency — experienced with CX platforms and CRMs such as Salesforce, Jira, Zendesk, or similar tools
- 10Drive and ownership — you don’t close a case until the participant is genuinely supported and satisfied
- 11BA/BS degree
What we offer
- 01Competitive base pay, benefits, and equity (RSUs)
- 02Cash compensation range $23.50/hr—26.44/hr in Denver and most locations (additional locations vary based on geographical pay approach)
- 03Physical office spaces in Denver, San Francisco, and New York City; expected to work from office approximately 2-3 days per week (hybrid)
- 04Secure, reliable, and consistent internet connection required for remote work
- 05Equal opportunity employer (non-discrimination policy)