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.

About CalcAir

At CalcAir, we’ve been helping employee benefit professionals breathe easier for over 50 years—and we’re just getting started. As a trusted name in benefits software and services, we blend deep industry roots with a forward-thinking mindset.

As a proud division of Constellation Software (csisoftware.com), we're backed by the innovation, stability, and expansive reach of a market-leading global software provider.

Join a team where experience meets innovation, and where your skills can shape the future of how people work, plan, and retire. If you're ready to make an impact, grow your career, and have a little fun along the way, CalcAir might be the perfect fit. 

Learn more about CalcAir Employee Benefits Systems

About the Team

Our small team is focused on providing customers responsive support to any issues they face. We're always on the lookout for enhancements we can make to our products to improve the experience of our 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

About Gemini

We are part of the Gemini Group portfolio and benefit from being part of this collective of strong software businesses. We're connected in many ways, and one is that we share these values across all businesses:

🧭 Customers are our Compass🧠 Curiosity-led🤝 Collective by nature

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.

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.

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

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).

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. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected].

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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