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
Own the customer journey by building trust, rapport, and partnership with: your book of business through inbound and outbound phone, email, and Google Meet interactions.
Act as a dedicated advisor, building trust in the support you provide to: contain most customer interactions from your dedicated customers.
Provide passionate, opinionated, consistent, expert, reliable support as a: dedicated point of contact for payroll and benefits inquiries .
Proactively connect with customers to build a deep understanding of their: business, your support model, and their preferred connection style.
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.
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.
What they're looking for
- 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.
- Display strong product knowledge, including a deep understanding of the: competitive landscape to protect against customer churn.
- Leverage AI‑assisted tools to accelerate research and communication while: upholding accuracy, compliance, and Gusto’s voice.
- + years of customer experience with 1+ years of full-time experience in: Payroll, and 2+ years of account management.
