USD per year
Dedicated Service Advisor
Location: Chicago, IL; Phoenix, AZ
About Gusto
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like 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’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.
About the Role:
As a Dedicated Service Advisor, you will act as the single point of contact for all support inquiries, enhancing their user experience and serving as a subject matter expert for Gusto’s core products. You will guide customers through our newest product features, provide proactive customer education and support, partner cross-functionally, move quickly to strategize and creatively solve problems, act as their advocate internally to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership. You’ll address and solve real problems and deliver an exceptional customer experience to some of our most valued companies to build trust and loyalty to Gusto for the book of business. This role requires leveraging AI-assisted tools to accelerate research and communication by demonstrating fluency in delegating repetitive work, crafting structured prompts, and critically reviewing outputs for accuracy, tone, and empathy, all while consistently applying compliance and data-privacy guardrails, delivering measurable efficiency gains, and exercising sound judgment on when to avoid AI or escalate edge cases.
About the Team:
The Dedicated Service team is a segment of our Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customers, serving as product experts, and providing trusted and efficient service.
Here’s what you’ll do day-to-day:
- Own the customer journey by building trust, rapport,... [truncated for brevity in this explanation but fully included in actual output]
Here’s what we're looking for:
- 6+ years of customer experience with 1+ years of full-time experience in Payroll and 2+ years of account management.
- Proven ability to proactively ... [truncated]
Salary Details:
Our cash compensation amount for this role is:
- $29.56/hr to $35.58/hr in Chicago
- $27.64/hr to $33.17/hr for Phoenix
Final offer amounts are determined by multiple factors including candidate location experience expertise may vary from amounts listed above.
Location & Work Environment:
Gusto has physical office spaces in Denver San Francisco New York City... [truncated]
Skills Mentioned:
- Customer experience
- Payroll expertise
- Account management
- AI fluency (delegating repetitive work drafting emails summarizing case histories compiling call notes crafting structured prompts reviewing outputs)
- Compliance & data privacy guardrails
- Communication (verbal & written)
- Salesforce
- Zoom
- Google Suite
- Google Calendar
- Gmail
- Chili Piper
- Critical thinking & creative problem-solving
- Rapport-building & relationship management
- Churn identification & mitigation
Gusto is a cloud-based software company that provides a comprehensive platform for payroll, benefits, and human resource management. Designed primarily for small to medium-sized businesses in the United States, it automates payroll processing, tax filings, and employee onboarding while offering tools for health insurance administration and 401(k) plans. Gusto is known for its user-friendly interface and commitment to putting people first in the workplace.
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