Benefit Customer Care Advocate
Gusto is a payroll and HR platform that helps small businesses pay domestic and international employees, manage benefits, and automate compliance.
Projects
About Gusto
Gusto serves small and mid-sized businesses with payroll processing, employee benefits administration, and HR tools in one platform. Users can run payroll, manage health insurance, hire globally, and pay international contractors in local currency or USDC stablecoins. The platform automates payroll tax filings across multiple states and integrates with tools like QuickBooks and Xero.
Skills
About the Role
You will own each customer experience from start to finish, answering benefit questions via phone, email, and chat in a fast-paced, solutions-based call center environment. You will research questions thoroughly using internal resources, guide customers through product features, stay up-to-date with new products, and act as the customer's advocate internally to influence product decisions and roadmap. You will work a full-time 40-hour/week schedule, meet quality and productivity standards, and be flexible to accommodate seasonal volume spikes including weekend overtime from December through March.
Requirements
- Minimum 2+ years of experience in call center, technology, retail, or hospitality
- At least 1 year of experience in a customer-facing benefits role with a Broker, Carrier, or Benefits provider
- Preferred 2 years of experience in the benefits space
- Comfort working with multiple technologies such as Salesforce, Slack, Confluence, and NICE Workstation
- Ability to navigate multiple digital systems and use customer data to inform decisions
- Strong critical thinking and problem-solving skills
- Excellent written and verbal communication skills
- Ability to manage stress effectively in a dynamic environment
- Reliability and strong attendance
- Active engagement with AI tools relevant to the role
Responsibilities
- Own customer inquiries from start to finish while keeping the customer updated during the resolution process
- Handle live inbound phone calls and flex onto email and chat channels based on business needs
- Work a full-time 40-hour/week schedule during hours of operation
- Meet quality and productivity standards for superior customer service
- Collaborate with other advocates and across the company to influence product development
- Deliver exemplary customer service using a search-first mentality before asking for support
- Expand critical thinking skills to answer progressively more complex customer inquiries
- Stay up-to-date with new products and features and communicate updates to customers
- Accommodate annual volume spikes with weekend overtime and blackout periods from December through March
Benefits
- Equity (RSUs)
- Health insurance
- 401(k)
- Competitive base pay
