Customer Support Specialist, Payroll and Taxes

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

About the Role

We’re seeking support specialists who are passionate about delivering an unparalleled customer experience to small business owners. In this role, you’ll guide customers through our Payroll and Taxes products, serving as their advocate to influence our internal product decisions and roadmap. You’ll tackle real challenges, providing exceptional service, while launching your career in the fast-paced tech industry and gaining experience that will benefit you throughout your career.

About Customer Care

As a Payroll Care Advocate, you'll be the go-to expert for our clients and employees, ensuring that their payroll needs are met with precision, efficiency, and a smile. You'll dive into the details, troubleshoot issues, and provide clear, concise guidance on everything from payroll processing to tax support. Your work will directly contribute to the financial well-being of our clients, making you an essential part of our success story.

Here's what you'll do day-to-day

• Champion Customer Success: 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.
• Stay Ahead of the Curve: Keep your finger on the pulse of our latest products and features, communicating updates to customers in a way that not only informs but delights.
• Thrive in a Fast-Paced Environment: Adaptability is your superpower! Swiftly navigate changes and solve customer issues while keeping up with the fast pace of our dynamic work environment.
• Grow Your Skills: Expand critical thinking and deepen your Payroll and Tax product knowledge to tackle increasingly complex customer inquiries and become a true expert.
• Collaborate and Innovate: Work closely with fellow advocates and collaborate across the company to influence product development, ensuring our solutions meet the evolving needs of customers.
• Flex and Thrive: During our annual volume spikes from December through March, step up to the challenge with flexibility, taking on additional weekend overtime and respecting blackout periods for PTO.
• Exemplary Service with a "Search First" Mentality: Approach every customer interaction with a solution-oriented mindset, leveraging your skills to deliver outstanding service.

Here's what we're looking for

• Experience: A minimum of 1+ years in the payroll industry with a foundational understanding of taxes, c