Customer Care Advocate

About The Role

Gusto is seeking support experts who thrive in a fast‑paced, solutions‑based call center environment. As a Benefits Care Advocate, you will guide our customers to solutions, answering queries via phone and email each day. You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution. You will influence product development by acting as an internal advocate.

• Own customers’ inquiries from start to finish while keeping the customer updated at all times during the resolution process.
• Primarily be on our live inbound phone channel for the entirety of your shift, flexing onto email and/or chat channels as business needs dictate.
• Work a full‑time 40‑hour/week schedule during our hours of operation.
• Meet quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.
• Collaborate closely with other advocates and across the company to influence product development.
• 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.
• Expand critical‑thinking skills and knowledge to answer progressively more challenging/complex customer inquiries.
• Stay up‑to‑date with new products/features and consistently communicate these updates to customers in a way that ensures an exceptional customer experience.
• Be flexible to accommodate annual volume spikes from December through March, providing additional weekend overtime and blackout periods for paid time off during critical periods.

• Minimum 2+ years of experience within the call center, technology, retail, or hospitality space; at least 1 year in a customer‑facing benefits role with a broker, carrier, or benefits provider. Highly preferred 2 years experience in the benefit space.
• Comfortable working with multiple and perhaps new technologies in a digital‑first environment (Salesforce, Slack, Confluence, NICE Workstation, etc.); navigate multiple digital systems and use customer data to inform decisions.
• Collaborative, a consummate teammate, ready to wear multiple hats, inspire those around you, and maintain a professional brand and image.
• Accountable, a proactive problem solver with excellent critical‑thinking skills, comfortable with a role heavy in customer interaction; takes pride in seeing interactions through from start to finish.
• Manages stress effectively—autonomous problem solver who thrives in a dynamic environment; seeks help only when necessary and checks resources before acting.
• Reliable—presents with perfect attendance and holds themselves accountable to customers and teammates.
• Ethical—holds true to values of top‑tier customer service; self‑motivated to continuously improve, never taking shortcuts.
• Great written and verbal communicator—confident, methodical, explains technical concepts to a wide range of audiences, and listens before delivering service.

Our cash compensation range for this role is $20.51/hr—$23.08/hr in Denver and most remote locations. Remote pay varies by geography. Final offer amounts are determined by candidate location, experience, and expertise and may vary from the amounts listed above. All full‑time employees receive competitive base pay, benefits, and equity (RSUs). Gusto offers competitive compensation packages with a strong emphasis on equity‑based compensation.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations will be expected to work from the office on designated days approximately 2–3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto’s subsidiary, whose office is in Scottsdale. 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,…