Gusto

Benefit Customer Care Advocate

Denver · Full-time

Sponsorship not specifiedDetected 26 days ago

ConfluenceSalesforceCustomer SupportResearchCommunicationCritical Thinking

About the role

This role is fulfilling for those who thrive in dynamic teams that seek to make an impact through their proactive and solution-oriented mindset.
Sometimes, you won't know the correct answer, but you are the kind of person who is always up for the challenge.
We can't promise it will be easy, but we can promise it will be time well spent.

You will collaborate closely with other advocates and across the company to influence product development.
You will deliver exemplary customer service using a "search first" mentality, ensuring comprehensive research of a question is carried out through our various internal resources channels before asking for further support.
Going the extra mile to deliver exceptional service is never an afterthought, as you always put yourself in the customer's shoes.
With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses.
Gusto is seeking support experts who thrive in a fast-paced, solutions-based call center environment.
You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution.
With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

Technical Ability-You must feel comfortable working with multiple and perhaps new technologies in a digital-first environment ( tools such as Salesforce, Slack, Confluence, and NICE Workstation are often used ).
You will navigate multiple digital systems and use customer data to inform decisions.

You will be flexible to accommodate annual volume spikes from December through March when we require additional weekend overtime and blackout periods for paid time off to provide the best service possible to our customers during the most critical time of the year for small business owners.

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) - because everyone who helps build Gusto should share in its success.
Learn more about our Total Rewards philosophy.
We offer competitive compensation packages with a strong emphasis on equity-based compensation (ownership in Gusto).
To learn more about Gusto's compensation philosophy and benefits offerings please view our Total Rewards Approach page.

The Customer Care team is the linchpin of our world-class customer experience.
As a Benefits Care Advocate at Gusto, you will guide our customers to solutions, answering queries via phone and email each day.
You will guide our customers through our product features and act as their advocate internally to influence our product decisions and roadmap.
Here's what you'll do day-to-day:
You will own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process. While you can expect to primarily be on our live inbound phone channel for the entirety of your shift, a Benefit Customer Care Advocate should be prepared to flex onto our email and/or chat channels based on business needs.
You will be expected to work a full-time 40-hour/week schedule during our hours of operation.
You will meet the quality and productivity standards necessary to meet Gusto's business standards for superior customer service and performance progression.
You will expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
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.

This listing is sourced directly from Gusto's careers page and normalized into a canonical job model.