Customer Care Advocate

About Gusto

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. 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) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. We 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.

This role is fulfilling for those who thrive in dynamic teams that seek to make an impact through their proactive and solution‑oriented mindset. Going the extra mile to deliver exceptional service is never an afterthought, as you always put yourself in the customer's shoes. Sometimes you won't know the correct answer, but you are the kind of person who is always up for the challenge.

We can't promise it will be easy, but we promise it will be time well spent.

Our success in the Benefit Customer Engagement team is driven by the personal responsibility taken on by each of our advocates to drive authentic interactions through phone, email, and chat. Advocates find resolutions to complex benefit questions from small business owners and help maintain a high NPS score while serving tens of thousands of businesses.

You gain skills and experience working for one of the most exciting payroll and benefits platforms for small businesses. At Gusto, we commit to providing 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. As a Benefits Care Advocate at Gusto, you will guide our customers to solutions, answering queries via phone and email 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 customers through our product features and act as their advocate internally to influence our product decisions and roadmap.

• You will own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process. Although you will primarily be on our live inbound phone channel for the entirety of your shift, you should be prepared to flex onto our email and/or chat channels based on business needs.
• You will work a full‑time 40‑hour week 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 expand your critical‑thinking skills and knowledge to answer progressively more challenging and complex customer inquiries.
• You will stay up‑to‑date with new products and features and consistently communicate these updates to customers in a way that ensures an exceptional 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.

• Experience: Minimum 2+ 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…