Future Opportunities: Payroll and Taxes Customer Care Advocate

About the role

Gusto is 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.

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.
• Adaptability is your superpower! 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, step up to the challenge with flexibility, taking on additional weekend overtime and respecting blackout periods for PTO to deliver the best service possible.

Requirements

• 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.
• Experience in a fast-paced, consultative environment.
• Detail-oriented with a keen eye for detail and a strong affinity for working with numbers.
• Tech-savvy with proficiency in GSuite and Mac. Familiarity with Salesforce, JIRA, and Slack is a plus.
• Collaborative team player with a willingness to contribute to a dynamic and supportive work culture.
• Proactive self-starter with exceptional critical thinking skills, ready to take on a customer-focused role for at least 24 months.
• Calm under pressure with strong conflict resolution skills and the ability to flourish in a fast-paced, dynamic environment.
• Dependable with no patterns of attendance or tardiness issues.

Qualifications

• Experience in a customer-facing role, ideally within a contact center, accounting, payroll, taxes, or benefits environment.
• Detail-oriented with a keen eye for detail and a strong affinity for working with numbers.
• Tech-savvy with proficiency in GSuite and Mac. Familiarity with Salesforce, JIRA, and Slack is a plus.
• Collaborative team player with a willingness to contribute to a dynamic and supportive work culture.
• Proactive self-starter with exceptional critical thinking skills, ready to take on a customer-focused role for at least 24 months.
• Calm under pressure with strong conflict resolution skills and the ability to flourish in a fast-paced, dynamic environment.
• Dependable with no patterns of attendance or tardiness issues.

Skills

• Customer Service
• Problem Solving
• Communication
• Adaptability
• Product Knowledge
• Collaboration
• Time Management
• Conflict Resolution

Benefits

• Competitive base pay
• Benefits
• Equity (RSUs)

Pay

The estimated compensation range for these roles is $20.51–$23.93 per hour.

Schedule

Employees who are based in Gusto's physical office spaces in Denver, San Francisco, or New York City will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).