Tax Resolution Advocate

About the role

This is an amazing opportunity to use your payroll expertise to reshape our customer experience. You’ll showcase your passion for customer support by resolving tax notices while delivering a world-class customer experience. You'll act as a detective and problem-solver discovering payroll discrepancies, researching tax laws, and identifying the root cause of notices. You will be working closely with tax agencies as well as our cross-functional partner teams to reach the best outcomes for our customers and provide feedback on tools that streamline the resolution process and prevent similar issues in the future.

This role is very hands-on, with an emphasis on research and analysis, excellent communication skills, and first-principles problem-solving. A strong work ethic and desire to be part of the team is critical for success, as well as the ability to retain and apply large amounts of critical information. You must also possess and take pride in high attention to detail, organization, and task management, and be comfortable working in a fast-paced, deadline and AI driven business environment.

Responsibilities

• Provide exceptional service to our customers. Interact professionally with our customers via email and/or phone, simplifying the tax notice experience for our customers.
• Research and resolve payroll tax notices on behalf of our customers with guidance from more experienced team members.
• Provide clear and concise case documentation.
• Collaborate with our Compliance, Engagement, and Tax Operations teams.
• Communicate with government agencies to represent Gusto and advocate for our customers under supervision.
• Manage your time effectively to meet set goals.
• Actively use current AI tools in workplace applications.
• Handle a queue of tax notices daily, including updating cases as needed, informing customers of any changes, and seeking assistance from peers on escalated issues.
• Participate in team meetings and provide support to fellow Tax Res Advocates.

Requirements

• 3-5 years of payroll experience, notice resolution experience is a plus.
• Ability to work collaboratively with cross-functional teams.
• Ability to think globally, have experience and ability and desire to give input on current processes.
• AI Fluency: Capable of using current AI tools and have a mindset to help create and shape new AI tool functionality.
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies.
• Capability to manage multiple priorities within a high-volume, fast-paced environment and adapt to shifting priorities daily.
• Commitment to personal high standards and a desire to contribute to team and company goals.
• Strong analytical and problem-solving skills with guidance to resolve issues from complex variables.
• Team player who enjoys collaborating and contributing to team success.
• Excellent communication skills, both written and verbal, with the ability to simplify complex topics.
• Highly organized and proactive in improving processes.
• Dedicated to providing an exceptional customer experience during key moments in our customers' journey.

Qualifications

• Competitive base pay, benefits, and equity (RSUs).
• Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
• Our cash compensation amount for this role is $26.19/hr to $32.30/hr in Denver & most major metro locations, and $26.84/hr to $34.00/hr for Los Angeles.
• Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).
• 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. This includes non-office days for hybrid employees.

Benefits

At Gusto, we believe in creating a workplace that reflects the people we serve. All full-time employees receive 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.

Skills

• Payroll expertise.
• Notice resolution experience.
• Collaboration with cross-functional teams.
• Global thinking and input on current processes.
• AI Fluency: Using current AI tools and shaping new functionality.
• Operational efficiency and customer satisfaction.
• Time management and adaptability.
• Communication skills, both written and verbal.
• Attention to detail and organizational skills.
• Problem-solving and analytical skills.
• Teamwork and collaboration.
• Customer experience and dedication.

Pay

Our cash compensation amount for this role is $26.19/hr to $32.30/hr in Denver & most major metro locations, and $26.84/hr to $34.00/hr for Los Angeles. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Schedule

Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

Benefits

At Gusto, we believe in creating a workplace that reflects the people we serve. All full-time employees receive 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.