Tax Operations Advocate

About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy. AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.About the Role: This is an amazing opportunity to use your payroll and tax expertise to reshape our customer experience. The Tax Operations team makes sure our payroll tax engine is running smoothly and firing on all cylinders. We’re looking for people who have a passion for operations, an eye for inefficiencies, and a desire to build processes at a fast-growing start-up. You’ll showcase your passion for customer service by processing and remitting tax payments and filings on our customers’ behalf while delivering a world-class customer experience. You will work closely with tax agencies as well as our cross-functional partner teams to reach the best outcomes for our customers and provide feedback on tools that streamline the filing process. This role is very hands-on, with an emphasis on research and analysis, excellent communication skills, and first-principles problem solving. A strong work ethic and a strong desire to be part of the team is critical for success. You must also possess and take pride in a high attention to detail, organization and task management, and be comfortable working in a fast-paced, deadline-driven business environment. About the Team: The Tax Operations team is within the Payroll Operations org and is at the core of providing services that give our customers peace-of-mind. Tax Operations exists to ensure impeccable delivery of key customer needs. There are thousands of critical operational tasks that are completed for our customers accurately and on time, every time, in a proactive and scalable manner. We collaborate, help each other, and work cross-functional in a positive environment. Here’s what you’ll do day-to-day: Process and file customer tax payments accurately and on time using various technology platforms. Collaborate effectively with cross-functional teams (including Compliance, Product, and Engineering) to ensure seamless tax operations. Proactively troubleshoot and resolve any issues that arise, identifying root causes and implementing preventative measures. Continuously seek opportunities to improve existing processes and enhance efficiency, including identifying areas where AI can be leveraged to drive these improvements. Provide exceptional service and support to our customers, ensuring their tax needs are met. Work collaboratively within the team to achieve collective success. Investigate and solve process errors, contributing to the prevention of future issues. Act as a liaison with tax agencies and internal teams to ensure accurate customer representation. Provide data-driven insights and recommendations for process and strategy improvements. Build and implement scalable operational processes, identifying opportunities to apply AI where it adds clear value. Here’s what we're looking for: 1+ years of experience in tax filing experience, ideally in a fast-paced environment, with familiarity with tax filing processes A customer-first mindset with a passion for providing excellent, solutions-oriented service. Strong problem-solving skills, paired with an improvement-oriented mindset that challenges the status quo and drives process optimization. Excellent organizational skills: able to manage multiple tasks, prioritize effectively, and stay comfortable navigating ambiguity. Strong teamwork and collaboration skills, along with excellent written and verbal communication. Ability to quickly learn and adopt new software and tools, including AI-powered platforms that streamline workflows and improve efficiency. Proficiency in Excel required; familiarity with SQL and experience with AI tools (e.g., for automation, data analysis, or process improvement) is a plus. Our cash compensation amount for this role is $26.19/hr to $32.30/hr in Denver & most major metro locations, and $26.84/hr to $34.00/hr for Los Angeles. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above. Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale. Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees. Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. Gusto is