Care Advocate at gusto Denver

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full‑service payroll, Gusto offers health insurance, 401(k) s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here t’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

Our success in the Customer Care team is driven by the personal responsibility taken on by each of our advocates to drive authentic interactions through phone, email, and chat. Our advocates take pride in finding resolutions to some of the most complex benefit questions from our small business owners. You’ll gain skills and experience working for one of the most exciting benefits platforms for small businesses.

At Gusto, we commit to providing the resources and transparency to breed success through ongoing learning, development, and performance reflection.

The Customer Care team is the linchpin of our world‑class customer experience. With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses. As a Benefits Care Advocate at Gusto, you will guide our customers to solutions, answering queries via phone, email and chat each day.

Gusto is seeking support experts who thrive in a fast‑paced, solutions‑based call center environment. You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution. You will guide our customers through our product features and act as their advocate internally to influence our product decisions and roadmap.

During onboarding, there will be an onsite training requirement before moving to a hybrid position. There is also a requirement to be present onsite for training during employment in this role.

To achieve this, we require all team members to be flexible with their schedules to meet the varying needs of our clients. This may involve working overtime, weekends, or adjusting shifts as necessary.

• You will own customers’ inquiries from start to finish while keeping the customer updated at all times during the resolution process. While you can expect to primarily be on our live inbound phone channel for the entirety of your shift, a Benefits Care Advocate should be prepared to flex onto our email and/or chat channels based on business needs.
• You will be expected to work a full‑time 40‑hour/week schedule during our hours of operation.
• You will meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.
• You will collaborate closely with other advocates and across the company to influence product development.
• You will 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.
• You will stay up‑to‑date with new products/features and be able to consistently communicate these updates to customers in a way that ensures an exceptional customer experience.
• You will be flexible to accommodate annual volume spikes from December through March when we require additional weekend overtime and blackout periods for paid time off to provide the best service possible to our customers during the most critical time of the year for small business owners.

• 2 – 4 years of experience within the call center, technology, retail, or hospitality space and are seeking a new challenge.
• At least 1 year experience in a Customer‑facing benefits role with a benefits broker, benefits administrator, or benefits with a payroll/HCM/PEO company. Highly preferred, 2 years experience in the benefits space.
• Technical Ability
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  You must feel comfortable working with multiple and perhaps new technologies in a…