Participant Support Specialist

📋 Description

• Handle in-depth Tier 2 inquiries from 401(k) participants and IRA owners via email and phone.
• Collaborate with Product, Engineering, Operations, and Legal to surface trends and improve
• Navigates multiple tools (Notion, Jira, Salesforce, Slack) while protecting sensitive data.
• Own the participant lifecycle, focusing on escalated and sensitive cases.
• Balance inbound support and maintain quality metrics (CSAT, response time, resolution).
• Identify trends in feedback and surface insights for product/process improvements.

🎯 Requirements

• 2+ years in customer care, customer success, relationship management, or FinTech.
• Experience in Benefits, 401(k), Payroll, or HR Tech is a plus.
• Strong written and verbal communication across channels; calm under pressure.
• Ability to multitask, reprioritize, and stay organized with high volume.
• Adaptability to new technologies and environments; analytical problem-solving.
• Technical proficiency with CX platforms/CRMs (Salesforce, Jira, Zendesk or similar).

🎁 Benefits

• Competitive base pay, benefits, and equity (RSUs) with Total Rewards philosophy.
• Office presence in Denver/San Francisco/New York with hybrid schedules; 2-3 days per week in office