Gusto
Gusto simplifies HR, payroll & benefits for modern businesses.
Denver, CO
Hybrid

Customer Engagement

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We are looking for support experts who are passionate about providing small business owners with the best customer experience in the world. You will guide our customers through our newest product features and act as their advocate internally to influence our product decisions and roadmap. You’ll address real problems and deliver an exceptional customer experience, all while jumpstarting your career in the high growth tech industry, gaining invaluable experience that will last a lifetime. 

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 100,000 businesses nationwide.

Our mission is to create a world where work empowers a better life.


The Customer Engagement team is the linchpin of our world-class customer experience. With their passion, insight and customer advocacy, the Engagement team has helped us maintain an NPS of 70+ while serving tens of thousands of businesses.

The Customer Engagement Advocate role for Payroll Care guides our customers to payroll solutions, answering queries via phone, email, and chat each day. Advocates are offered a unique career ladder progression system which allows for advancement within the role based on the product tiers and skills being developed. Each progression on the ladder comes with a new set of skills, expectations, and a generous compensation change as a reward for the high standards set in order to deliver on our customer promise. 

Here’s what you’ll do day-to-day:

  • You will 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.
  • You will stay up-to-date with new products/features and be able to consistently communicate these updates to customers in a way that ensures an exceptional customer experience.
  • You will be able to perform your duties in a fast-paced environment, being able to adapt to change quickly in order to quickly resolve customer issues.
  • You will be required to expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
  • You will work in close collaboration with other advocates as well as collaborate across the company in order to influence product development.
  • You will be flexible in order to accommodate annual volume spikes ranging from December through March where we require additional weekend overtime and blackout periods for paid time off in order to provide the best service possible to our customers. 
  • You will be able to deliver exemplary customer service using a “search first” mentality. 

Here’s what we're looking for:

  • No less than 2 years of work experience with 18 months of it in a customer-facing role (ideally retail, contact center, food and beverage).
  • A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a professional brand and image.
  • Self Starter: A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction for a minimum of 24 months.
  • Handles stress well: Conflict resolution skills and a personality that thrives in a dynamic environment.
  • Reliable: Reference checks should reveal no attendance / tardiness patterns. 
  • Ethical: The demands of this position are not an excuse to abandon our values, but rather, an opportunity to reveal them to our customers.
  • Great written and verbal communicator: Loves writing and talking about technical concepts to a wide range of audiences and understands the importance of listening to the customer before delivering service.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

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What are Gusto Perks + Benefits

Gusto Benefits Overview

Taking care of our people is just as important as taking care of our customers. We offer competitive total compensation packages with an emphasis on equity, along with many other great benefits, some of which are included below!

Medical, dental, and vision:
Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources.

Time off:
Gusties are encouraged to take the time off they need to continue doing great work.

Inclusive healthcare:
Fertility benefits, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more.

Free meals and refreshments:
If you work at one of our offices, enjoy food, drinks, and snacks— on us. Conversation and community is an added bonus!

Sabbaticals:
Celebrate 5 or 10 years at Gusto and take a month off to recharge.

Stipends:
Take advantage of monthly internet, phone, and wellness stipends. Enjoy commuter or remote work stipends, along with and cash for your Gusto anniversaries!

Culture
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Remote work program
Gusto hires in various locations across the United States, including some specific remote locations. Gusto offices operate on a hybrid model, including some work from home days each week.
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Gusto provides a benefit designed to support your unique parenthood journey. The benefit is not health insurance, but rather provides resources to make family forming more accessible to everyone.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Free daily meals
If you work at one of our offices, enjoy food, drinks, and snacks— on us.
Free snacks and drinks
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within

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