Future Opportunities: Payroll and Taxes Customer Care Advocate

Future Opportunities: Payroll and Taxes Customer Care Advocate

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 payroll customer experience opportunities in 2026. These roles are ideal for customer-facing payroll professionals who thrive in a fast-paced, consultative environment and are passionate about helping small businesses succeed.

As a Payroll 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 guide customers through our newest product features, provide proactive customer education and support, move quickly to strategize and creatively solve problems, act as an advocate to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership. 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:

• Champion Customer Success: You will provide exceptional customer service by interacting with small business owners to resolve inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume.
• Stay Ahead of the Curve: You'll keep your finger on the pulse of our latest products and features, communicating updates to customers in a way that not only informs but delights.
• Thrive in a Fast-Paced Environment: Adaptability is your superpower! You'll swiftly navigate changes and solve customer issues, all while keeping up with the fast pace of our dynamic work environment.
• Grow Your Skills: Expand your critical thinking and deepen your Payroll and Tax product knowledge to tackle increasingly complex customer inquiries and become a true expert.
• Collaborate and Innovate: Work closely with your fellow advocates and collaborate across the company to influence product development, ensuring our solutions meet the evolving needs of our customers.
• Flex and Thrive: During our annual volume spikes from December through March, you'll step up to the challenge with flexibility, taking on additional weekend overtime and respecting blackout periods for PTO to deliver the best service possible.

Here's what we're looking for:

• Experience: A minimum of 1+ years in the payroll industry with a foundational understanding of taxes, compliance, filings, and wage laws across multiple states. At least 2 years in a customer-facing role, ideally within a contact center, accounting, payroll, taxes, or benefits environment.
• Customer-focused: You excel at problem-solving and communication, always putting the customer first.
• Detail-oriented: You have a keen eye for detail and a strong affinity for working with numbers.
• Tech-Savvy: Proficient in GSuite and Mac. Familiarity with Salesforce, JIRA, and Slack is a bonus.
• Collaborative Team Player: You thrive in a team environment and are eager to contribute to our dynamic and supportive work culture.
• Proactive Self-Starter: You are a proactive problem solver with exceptional critical thinking skills, ready to take on a customer-focused role for at least 24 months.
• Calm Under Pressure: You possess strong conflict resolution skills and flourish in a fast-paced, dynamic environment.
• Dependable: Your references will confirm your reliability, with no patterns of attendance or tardiness issues.
• Ethical: You uphold strong values and recognize that this role's challenges are opportunities to demonstrate integrity to our customers.

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 $20.51$23.93 per hour.