Customer Service

About the Role

Our Customer Service Team is front and center with our customers. We count on our Customer Service Team to contribute to software updates as required laws change. The role also helps us test our software from a user perspective to make sure it meets the needs of the customer. Our Customer Service Team has a deep understanding of retirement plan administration and experience working directly with customers.

Some of the Tasks

• Provide Support to Customers - Via phone and email tracking contacts in our ticketing system
• System Development and Testing - Provide direction to our development team on required changes and enhancements
• Quality Assurance - Test fixes and new features before release
• System Training - Create written material and webinars for new regulations, system features, or areas of concern

About you

• 3+ years of experience in client services or software support in the pension space
• Deep knowledge of qualified retirement plans including compliance testing, contributions, distributions, and document maintenance
• Hands-on experience with retirement plan software platforms (e.g., CalcAir, DATAIR, Relius, ASC, FT Williams, or similar)
• Experience with ticketing systems and performance tracking tools
• Comfortable exploring uses of automation to enhance customer experience
• Familiarity with ERISA and recent regulatory changes, including SECURE 2.0
• Credentials from ASPPA (QKA) / NIPA or active progress toward one will be helpful

Salary Transparency & Total Rewards

Trust Comes First - We aim to be transparent about our pay practices. We post what we reasonably expect to pay for this position at the time of posting, based on factors such as role scope, market data, internal equity, and experience. Beyond base salary, we offer a comprehensive total rewards package that may include health and wellness benefits, paid time off, learning and development opportunities, and other employee programs designed to support your well-being and growth.

• Human-Centered, AI-Supported: We may use AI tools to support and streamline parts of our recruitment process, such as scheduling, application review, and note-taking.
• AI helps us work more efficiently and consistently, but it never replaces human judgment.
• All hiring decisions are made by people not machines.
• Interviews are conducted by real team members who want to get to know you and your experience.
• AI is used to reduce bias, improve fairness and streamline processes, while keeping human connection and individual stories at the heart of our process.

• We follow a robust job requisition process at Gemini to ensure that posted jobs are open and available.
• FLSA Designation (US Only): Exempt

Salary Range

The estimated base salary range for this role is USD$67,500.00 - USD$82,500.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.

Other Compensation (US Only)

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only)

Full time employees will also be eligible for enrollment in a wide range of choices of benefits, including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only)

• The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
• We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees.

Note

#Calcair