Experienced Payroll Care Advocate

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About this Position
We’re seeking support specialists who are passionate about delivering an unparalleled customer experience to small business owners. In this role, you’ll guide customers through our Payroll and Taxes products, serving as their advocate to influence our internal product decisions and roadmap. You’ll tackle real challenges, providing exceptional service, while launching your career in the fast-paced tech industry and gaining experience that will benefit you throughout your career.

About Customer Care

As an Experienced Payroll Advocate on Customer Care, you'll be the go-to expert for our clients and employees, ensuring that their payroll needs are met with precision, efficiency, and a smile. You'll dive into the details, troubleshoot issues, and provide clear, concise guidance on everything from payroll processing to tax support. Your work will directly contribute to the financial well-being of our clients, making you an essential part of our success story.

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.
• Exemplary Service with a “Search First” Mentality: You approach every customer interaction with a solution-oriented mindset, leveraging your skills to deliver outstanding service.

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