Future Opportunities: Payroll Advocate

Summary: Gusto is on a mission to grow the small business economy by handling payroll, health insurance, and HR for small businesses. They are seeking motivated, customer-centric professionals for future payroll customer experience opportunities, where the Payroll Advocate will enhance user experience and serve as a subject matter expert for Gusto’s core products. Responsibilities: - Own the customer journey by building trust, rapport, and partnership with customers through inbound and outbound phone, email, and Zoom interactions - Provide passionate, opinionated, consistent, expert, reliable support as a point of contact for payroll and benefits inquiries - Leverage AI‑assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice - Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer - Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs - Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes - Think creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs Required Qualifications: - 3-6 years of customer experience with 1+ years of full-time experience in Payroll - Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving - Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners - Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively Preferred Qualifications: - Account Management experience preferred - Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper Required Skills: Payroll, Customer Experience, Account Management, Salesforce, Zoom, Google Suite, Google Calendar, Gmail, Chili Piper Benefits: Competitive base pay, Benefits, Equity (RSUs), Health Insurance, 401(k)s