Payroll Care Advocate

Position:
Payroll and Taxes Customer Care Advocate

Company:
Gusto

Compensation:
$19.24 - $22.44 an hour

Location:
United States, Phoenix, AZ

Employment type:
Full-time

Work Arrangement:
Hybrid

Short Summary:
Gusto is seeking support specialists to deliver exceptional customer experiences to small business owners, guiding them through Payroll and Taxes products and influencing internal product decisions.

Responsibilities:
- Provide exceptional customer service via email, chat, and live phone shifts.
- Communicate updates on products and features to customers.
- Adapt to changes and solve customer issues in a fast-paced environment.
- Expand critical thinking and deepen product knowledge.
- Collaborate with team members to influence product development.
- Flexibility during high volume periods from December through March.
- Approach customer interactions with a solution-oriented mindset.

Requirement:
- Minimum of 1+ years in the payroll industry with understanding of taxes and compliance.
- At least 2 years in a customer-facing role, ideally in a contact center or payroll environment.
- Strong problem-solving and communication skills.
- Detail-oriented with a strong affinity for numbers.
- Proficient in GSuite and Mac; familiarity with Salesforce, JIRA, and Slack is a bonus.
- Team player with proactive problem-solving skills.
- Strong conflict resolution skills and ability to thrive under pressure.
- Reliable with no patterns of attendance or tardiness issues.
- Excellent communication skills with a passion for discussing technical concepts.

Benefits:
- Competitive base pay, benefits, and equity (RSUs).
- Opportunities for career growth in a supportive work culture.
- Commitment to diversity and inclusion in hiring practices.