Dedicated Service Advisor

Future Opportunities:
Dedicated Service Advisor

Gusto is hiring a mid-level Dedicated Service Advisor. This is a full‑time role in Chicago. Full responsibilities, required qualifications, and other relevant details are listed below.

At Gusto, we are 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). Offer amounts are determined by role, level, and location.

AI is a fundamental part of how work gets done  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.

The Dedicated Service Advisor will serve as the primary point of contact for all customer support inquiries, enhancing user experience and acting as a subject‑matter expert for Gusto’s core products. This role involves guiding customers through product features, providing proactive customer education, and serving as an advocate for customers to influence product decisions.

• 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.

• 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.

Employees who are based in Denver, San Francisco, or New York City will be expected to work from the office on designated days, approximately 2–3 days per week. The same office expectations apply to all Symmetry roles. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Gusto is proud to be an equal‑opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law, and is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.