Job Description

Job Description

Gusto Careers posting: https://job-boards.greenhouse.io/gusto/jobs/7114056

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 400,000 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.

About the Role

The Customer Care Advocate is responsible for providing exceptional customer service and support to Gusto's customers. This involves guiding customers through Gusto's products, resolving inquiries, and providing support across various channels. In this role, you'll act as a customer advocate to influence internal product decisions and improve the overall customer experience.

This is a part-time, seasonal role with a tentative duration of six months from the start date. While there may be potential for this role to evolve into a long-term, full-time opportunity, continued employment is not guaranteed beyond the specified end date. This position is not eligible for Gusto benefits or perks beyond paid company holidays.

Here’s what you’ll do day-to-day

• Provide exceptional customer service by interacting with customers to resolve inquiries via various channels (email, chat, phone)
• Guide customers through Gusto's products and services, providing accurate and timely information
• Resolve customer issues and address their concerns in a timely and efficient manner
• Maintain up-to-date knowledge of Gusto's products and services
• Collaborate with team members and other departments to improve processes and resolve customer issues
• Act as a customer advocate to influence internal product decisions and improve the overall customer experience
• Demonstrate strong problem-solving and communication skills
• Adapt to a fast-paced environment and manage time effectively

Schedule & training:
The anticipated schedule upon employment is Monday–Friday, from 10:00 AM to 2:30 PM in your local time zone, and a secure, reliable, and consistent internet connection is required.

There will be an onsite training requirement for Denver applicants from September 3rd - November 3rd for this role, before moving to a hybrid position. For Chicago applicants, the role and the training period (Sept. 3rd - Nov. 3rd) will be fully remote. Ongoing training during employment in this role could be held in an onsite local location, and we encourage applicants to be prepared for this as an expectation.

Here’s what we're looking for:

• Customer-facing experience in a support role (e.g., contact center, customer service) is required, with a preference for experience in payroll, benefits, HR, or a related industry, including managing payroll processes, tax compliance, COBRA, benefits administration, and other relevant regulations
• Experience in handling escalated customer situations is a plus
• Proficiency leveraging GSuite, CRM systems such as Salesforce, communication tools, and other relevant support technologies.
• Ability to navigate multiple digital systems and utilize customer data to inform decisions.
• Ability to learn and adapt to new technologies quickly
• Passion for providing excellent customer service
• Strong written and verbal communication skills.
• Excellent problem-solving and analytical skills.
• Team player with a collaborative mindset
• Ability to handle stress and remain calm under pressure
• Reliable and ethical with a strong sense of ownership