Future Opportunities: Payroll Advocate · Gusto

Sat, 25 Apr 2026 20:59:45 GMT
Customer Service

Gusto · Chicago, IL; Phoenix, AZ; · $21.00–$35.00 per hour · hybrid

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. 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.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) , because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

Submit your interest to join our CX team! Gusto is seeking customer experience professionals who thrive in a fast-paced, consultative environment and are interested in being considered for future start dates in 2026.

About the Role:

Gusto is seeking motivated, customer-centric professionals interested in being considered for future payroll customer experience opportunities in 2026. These roles are ideal for customer-facing payroll professionals who thrive in a fast-paced, consultative environment and are passionate about helping small businesses succeed.

As a Payroll Advocate, you will act as the single point of contact for all support inquiries, enhancing user experience and serving as a subject matter expert for Gusto’s core products. You will guide customers through our newest product features, provide proactive customer education and support, move quickly to strategize and creatively solve problems, act as an advocate to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership.

Here’s what you’ll do day-to-day:

Own the customer journey by building trust, rapport, and partnership with customers through inbound and outbound phone, email, and Zoom interactions.

Provide passionate, opinionated, consistent, expert, reliable support as a point of contact for payroll and benefits inquiries.

Leverage AI-assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice.

Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer.

Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs.

Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes.

Think creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs.

Here’s what we're looking for:

3-6 years of customer experience with 1+ years of full-time experience in Payroll.

Account Management experience preferred.

Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving.

Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners.

Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.

Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.

This posting represents a general talent pipeline that spans multiple levels within our CX team. Final compensation will be determined based on the specific role, level, and experience alignment. The estimated compensation range for these roles is $21.00–$35.00 per hour.