Future Opportunities: Payroll and Taxes Customer Care Advocate

Future Opportunities: Payroll and Taxes Customer Care Advocate Chicago, IL; Phoenix, AZ; 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. 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: We are 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 the 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. Day‑to‑day responsibilities: Champion Customer Success: 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: 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! Swiftly navigate changes and solve customer issues while maintaining the 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, step up to the challenge with flexibility, taking on additional weekend overtime and respecting blackout periods for PTO. Qualifications: 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: Excellence at problem‑solving and communication, always putting the customer first. Detail‑oriented: Keen eye for detail and 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: Thrive in a team environment and eager to contribute to our dynamic and supportive work culture. Proactive Self‑Starter: Ready to take on a customer‑focused role for at least 24 months. Calm Under Pressure: Strong conflict resolution skills and flourish in a fast‑paced, dynamic environment. Dependable: References confirm reliability, with no patterns of attendance or tardiness issues. Ethical: 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. 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. 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 proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please let us know and we will provide a reasonable accommodation. #J-18808-Ljbffr Gusto