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.
• Thrive in a Fast-Paced Environment: 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

• 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: Excel at problem-solving and communication, always putting the customer first.
• Detail-oriented: 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: Thrive in a team environment and are eager to contribute to our dynamic and supportive work culture.
• Proactive Self-Starter: Be 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: Possess strong conflict resolution skills and flourish in a fast-paced, dynamic environment.
• Dependable: References will confirm your 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.

Qualifications

• Education: Bachelor's degree in a relevant field (e.g., Business Administration, Accounting, Finance) or equivalent work experience.
• Professional Certifications: Considered a plus, but not required. Relevant certifications such as Certified Payroll Professional (CPP), Certified Public Accountant (CPA), or Certified Human Resources Professional (CHRP).

Skills

• Strong Communication Skills: Excellent written and verbal communication skills, including the ability to explain complex payroll and tax concepts clearly to clients.
• Technical Proficiency: Proficiency in Microsoft Office Suite, particularly Excel, and familiarity with CRM systems like Salesforce.
• Problem-Solving Abilities: Ability to analyze and resolve payroll and tax-related issues efficiently.
• Customer Service Orientation: Ability to handle multiple tasks simultaneously and prioritize effectively.
• Adaptability: Willingness to learn new technologies and adapt to changing work environments.

Benefits

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. Learn more about our Total Rewards philosophy.

Pay

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

Schedule

Final compensation will be determined based on the specific role, level, and experience alignment. Employees who are based in Gusto's physical office spaces in Denver, San Francisco, and 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).