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Gusto is seeking a Payroll and Taxes Customer Care Advocate to support small business owners navigating payroll, taxes, and HR solutions. In this hybrid role based in Phoenix, you'll be the go-to expert for customers, resolving inquiries via email, chat, and phone while serving as an advocate to influence product decisions and roadmap.
Day-to-day responsibilities include providing exceptional customer service to small business owners through multiple channels, with phone shifts up to 8 hours during high-volume periods. You'll stay current with Gusto's latest products and features, communicating updates to customers in clear and engaging ways. The role requires adaptability and strong problem-solving skills to navigate a fast-paced environment while maintaining a solution-oriented mindset.
You'll expand your expertise in payroll and tax products, tackling increasingly complex customer inquiries and becoming a subject-matter expert. Collaboration is key—you'll work closely with fellow advocates and cross-functional teams to influence product development and ensure solutions meet customer needs. During annual volume spikes from December through March, flexibility is essential, including potential weekend overtime and respecting blackout PTO periods.
Required qualifications include a minimum of 1+ years in the payroll industry with foundational understanding of taxes, compliance, filings, and wage laws across multiple states, plus at least 2 years in a customer-facing role (ideally in contact center, accounting, payroll, taxes, or benefits). You must be detail-oriented with strong affinity for numbers, proficient in GSuite and Mac, and possess exceptional communication and problem-solving skills. Experience with Salesforce, JIRA, and Slack is a bonus. You should be a collaborative team player, proactive self-starter with strong critical thinking, calm under pressure with excellent conflict resolution skills, and dependable with reliable attendance. A commitment to at least 24 months in the role is expected. AI fluency and engagement with AI tools relevant to the role will be assessed during interviews.
