Financial Products - Customer Experience

Gusto has physical office spaces in Denver, San Francisco, and New York City. All Gusto roles posted in these metro areas come with the expectation of working 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.

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. 

Here’s what you’ll do day-to-day:

• You will provide exceptional customer service by interacting with users via phone, email, app reviews, and/or chat to resolve their inquiries
• You will understand customer pain points and provide feature requests feedback to our internal teams through existing feedback channels
• You will help to gather as much input from customers on potential bugs and submit Jiras or tickets through partner’s systems
• You will build and maintain useful process and procedures documentation for use by our users, the Financial Products Operations team, and the Care team

Here’s what we're looking for: 

Customer Service: A minimum of 2 years in a phone/email/chat support position. You have strong experience communicating with our users and are passionate about advocating on behalf of our Gustomers and members. You can understand the root cause of customer issues and can resolve their issues in a timely manner.

• Systems Knowledge: You have used Salesforce previously and you are able to leverage this system to solve complex customer issues.
• Strong Communicator: You are a strong communicator and can break down complex concepts into concise and easy to understand comms to different audiences.
• Self Starter: You’re organized, a strong problem solver, and have a bias for action. 
• Handles Stress Well: Strong conflict resolution skills and a personality that thrives in a fast paced environment and in ambiguity.
• Compassionate: You know how to make people smile no matter what the circumstances and can keep level-headed and professional.
• Reliable: Reference checks should reveal no attendance / tardiness patterns.

This is a full-time position based in Denver, Colorado. 

Our cash compensation range for this role is $31.25/hr - $37.02/hr  in Denver and most Remote locations. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

 

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. Should you determine a reasonable accommodation is needed at any point during your candidate journey, please reach out to your recruiting partner.