Tax Resolution Advocate

Tax Resolution Advocate

100% Remote

• 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 customer experience.
• You'll act as a detective and problem-solver discovering payroll discrepancies, researching tax laws, and identifying the root cause of notices.
• You will be working closely with tax agencies as well as our 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.
• This role is very hands‑on, with an emphasis on research and analysis, excellent communication skills, and first‑principles problem‑solving.
• A strong work ethic and ability to collaborate effectively with the team is critical for success.
• You must also possess and take pride in high attention to detail, organization, and task management, and be comfortable working in a fast‑paced, deadline and AI driven business environment.

• The Tax Resolution team is within the Payroll, Tax & Compliance Services (PTCS) organization and is at the core of providing services that give our customers peace of mind.
• Tax Resolution exists to ensure impeccable delivery of key customer needs.
• There are thousands of critical operational tasks that are completed for our customers accurately and on time, every time, in a proactive and scalable manner.
• We collaborate, help each other, and work cross‑functional in a positive environment.

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

• 3-5 years of payroll experience, notice resolution experience is a plus.
• Ability to work collaboratively with cross‑functional teams.
• Ability to think globally, have experience and ability and desire to give input on current processes
• AI Fluency:
  Capable of using current AI tools and have a mindset to help create and shape new AI tool functionality.
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Capability to manage multiple priorities within a high‑volume, fast‑paced environment and adapt to shifting priorities daily.
• Commitment to personal high standards and a desire to contribute to team and company goals.
• Strong analytical and problem‑solving skills with guidance to resolve issues from complex variables.
• Team player who enjoys collaborating and contributing to team success.
• Excellent communication skills, both written and verbal, with the ability to simplify complex topics.
• Highly organized and proactive in improving processes.
• Dedicated to providing an exceptional customer experience during key moments in our customers' journey.

Everforth Apex offers a range of supplemental benefits, including…