Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
This listing stands out in the SaaS ecosystem because it represents a structured talent pipeline for customer experience roles tied to a fintech adjacent product area: retirement benefits administration. In SaaS, support roles that sit close to regulated workflows tend to demand higher product fluency and stronger judgment than general ticket handling, and the focus on being a single point of contact signals a model built around ownership of outcomes rather than volume alone.
For a long-term SaaS career, the role offers durable exposure to the mechanics that matter across subscription businesses: retaining customers through consultative support, diagnosing churn risk, and translating product capabilities into customer action. The emphasis on cross functional partnership and AI assisted tooling also reflects how modern SaaS CX teams operate, combining operational rigor with systems thinking to improve both customer experience and internal efficiency.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Submit your interest to join our CX team!
Gusto is seeking customer experience professionals who thrive in a fast-paced, consultative environment and are interested in being considered for future start dates in 2026. If you’d like to be considered for future opportunities with our team, please complete the form below and upload your resume.
While start dates are still being determined for 2026, we’d love to connect! Does this sound like you? Apply below!
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.
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 will build deep client loyalty and act as the driver for full resolution of all plan-related matters. You’ll address and solve real problems and deliver an exceptional customer experience to build trust and loyalty to Gusto.
Here’s what you’ll do day-to-day:
- 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.
Here’s what we're looking for:
- 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.
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.
