The opportunity
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.
What you'll do
Customer conversations: Handle high-volume customer interactions across phone and email with small business owners guiding them from onboarding to running their first payroll.
Pipeline management: Own your ticket queue the way a seller owns their opportunity pipeline.
Grow revenue: Proactively position plan upgrades and surface cross-sell opportunities for Health Insurance, Workers' Comp, and 401(k).
Technical diagnosis: Catch tax discrepancies live, troubleshoot unfamiliar state portals in real time, and make the right compliance call for each state, size, and industry combination.
Compliance setup: Configure sick time, PTO, and overtime policies to keep companies compliant from day one
Work across teams: You'll know when a customer's situation is something you can solve yourself versus when it needs a specialist, and you'll get that handoff started. You'll also work closely with our Risk team, asking customers for extra information when needed to build trust.
What they're looking for
- AI-powered workflows: Use assigned AI tools daily as a core part of how you work, surfacing friction and inefficiencies and giving feedback that shapes what gets built next.
- Experience: 1+ years in a high-volume sales or customer service role where: you were cross-selling, upselling, or hitting a quota/KPIs. We love to hire new grads too, so if that’s you, please be prepared to translate how your internship or prior work experience would translate to this type of role.
- Eager to learn: You're excited to dive into a brand new industry and figure out the details, whether that's tax codes, compliance rules, or how payroll actually works behind the scenes.
- Customer obsessed: You put customer needs first, listening closely to understand what they would benefit from and help them understand how different parts of our product will affect their business. You build trust through consultative conversations, and that trust is what drives the right outcome for both the customer and the business.
