Dedicated Service Advisor
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 serve as the primary point of contact for all customer support inquiries, acting as a subject matter expert for payroll and benefits products. You will guide customers through product features, proactively engage with them to understand their business needs, and identify churn risks with strategic solutions. You will collaborate cross-functionally to resolve friction points, leverage AI-assisted tools to improve research and communication, and deliver exceptional customer experiences that build trust and loyalty.
Requirements
- 6+ years of customer experience, including 1+ years in Payroll and 2+ years in account management
- Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction
- Strong communication skills, with experience in synthesizing complex subjects for various audiences
- Proficiency with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper
- Ability to manage and prioritize multiple high-priority resolutions effectively
- Expertise in providing creative resolutions for customers with minimal support
- Strong rapport-building skills to enhance trust and collaboration with stakeholders
- Experience in identifying and mitigating churn, with confidence in retention-focused discussions
- Deep understanding and pride in payroll knowledge to advocate for customer solutions
- Demonstrated AI fluency in customer-facing roles with examples of efficiency and quality gains
Responsibilities
- Build trust and partnership with customers via inbound and outbound communication channels
- Serve as a dedicated advisor, offering expert support for payroll and benefits inquiries
- Proactively engage with customers to understand their business needs and support preferences
- Identify and address churn risks with strategic solutions to enhance customer retention
- Collaborate cross-functionally to resolve points of friction and address customer concerns
- Utilize critical thinking and problem-solving skills to deliver customer-centric solutions
- Ensure strong product knowledge and competitive awareness to prevent customer churn
- Leverage AI-assisted tools to improve research, communication, and compliance accuracy
Benefits
- benefits
- equity (RSUs)
