Tax Resolution Advocate

About Gusto

At Gusto, we’re on a mission to grow the small business economy. We handle payroll, health insurance, 401(k) s and HR so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we support more than 400,000 small businesses and build a workplace that represents and celebrates our customers. Learn more about our Total Rewards philosophy.

This is an amazing opportunity to use your payroll expertise to reshape our customer experience. You’ll showcase your passion for customer support by resolving tax notices while delivering a world‑class experience. You’ll act as a detective and problem‑solver discovering payroll discrepancies, researching tax laws and identifying root causes of notices. You’ll work closely with tax agencies and cross‑functional partner teams to reach the best outcomes for our customers and provide feedback on tools that streamline the resolution process and prevent similar issues in the future.

The Tax Resolution team is within the Payroll Operations organization and is at the core of providing services that give our customers peace of mind. Tax Resolution ensures impeccable delivery of key customer needs. We collaborate, help each other, and work cross‑functional in a positive environment.

• Provide exceptional service to our customers.
• Interact professionally with customers via email and/or phone, simplifying the tax notice experience.
• Research and resolve payroll tax notices on behalf of customers with guidance from experienced team members.
• Provide clear and concise case documentation.
• Collaborate with Compliance, Engagement and Tax Operations teams.
• Communicate with government agencies to represent Gusto and advocate for customers under supervision.
• Manage time effectively to meet set goals.
• Handle a queue of tax notices daily, updating cases as needed, informing customers of changes and seeking assistance on escalated issues.
• Participate in team meetings and provide support to Fellow Tax Resolution Advocates.

• 2–4 years of payroll experience; notice resolution experience is a plus.
• Ability to work collaboratively with cross‑functional teams.
• Capability to manage multiple priorities within a high‑volume, fast‑paced environment and adapt to shifting priorities.
• Commitment to personal high standards and desire to contribute to team and company goals.
• Strong analytical and problem‑solving skills, resolving issues from complex variables.
• Team player who enjoys collaborating and contributing to team success.
• Excellent written and verbal communication skills, simplifying complex topics.
• Highly organized and proactive in improving processes.
• Dedicated to providing an exceptional customer experience during key moments in customer’s journey.

Cash compensation ranges from $23.50/hr to $28.42/hr in Denver and most major metro locations, and $28.63/hr to $33.40/hr for San Francisco and New York. Final offers depend on location, experience and expertise. Employees based in Denver, San Francisco or New York are expected to work from the office approximately 2–3 days per week (or more depending on role). Remote work is approved when a reliable internet connection is available.

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, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation or other 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.

We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.