Benefit 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. Learn more about ourTotal Rewards philosophy. AI is a fundamental part of how work gets done at Gusto. 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. About The Role : 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 can 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. Our advocates take pride in finding resolutions to some of the most complex benefit questions from our small business owners. With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses. You'll gain skills and experience working for one of the most exciting payroll and 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. About The Team : 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 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 our customers through our product features and act as their advocate internally to influence our product decisions and roadmap. Here’s what you’ll do day-to-day:

• 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,...
• You will be expected to work a full-time 40-hour/week schedule during our hours of operation.
• You will meet quality/productivity standards necessary for superior customer service/performance progression.
• Collaborate closely with other advocates/company-wide.
• Deliver exemplary customer service using a “search first” mentality.
• Expand critical thinking skills/knowledge for complex inquiries.
• Stay up-to-date with new products/features.
• Be flexible during annual volume spikes Dec-Mar including weekend overtime/blackout periods.

Here’s what we're looking for:

• Experience: Minimum 2+ years call center/tech/retail/hospitality experience; at least 1 year customer-facing benefits role; highly preferred 2 years benefit space experience.
• Technical Ability: Comfortable with multiple/new technologies digital-first environment (Salesforce,...)
• Collaborative: Team player ready to wear multiple hats/inspire others/maintain professional brand/image.
• Accountable: Proactive problem solver with critical thinking skills; heavy customer interaction role.
• Manages Stress Effectively: Autonomous problem solver thriving dynamic environment; resourceful before asking for help.
• Reliable: Pride in attendance/work ethic.
• Ethical: Values top-tier service; self-motivated continuous improvement; no shortcuts.
• Great written/verbal communicator: Confident communicator/methodical thinker; explains technical concepts well; listens before delivering service.

At Gusto we provide competitive compensation packages emphasizing equity-based compensation (ownership). Cash compensation range $20.51/hr–$23.08/hr Denver/most remote locations; varies geographically; final offers based on location/experience/expertise.