Gusto: Benefits 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 our Total 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.

Day-to-Day Responsibilities

• 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, a Benefit Customer Care Advocate should be prepared to flex onto our email and/or chat channels based on business needs.
• Expected to work a full-time 40-hour/week schedule during our hours of operation.
• Meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression.
• Collaborate closely with other advocates and across the company to influence product development.
• 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.
• Expand critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
• Stay up-to-date with new products/features and consistently communicate these updates to customers in a way that ensures an exceptional customer experience.
• 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 for small business owners.

What We’re Looking For

• Experience: Minimum 2+ years of experience within the call center, technology, retail, or hospitality space. At least 1-year experience in a Customer-facing benefits role with a Broker, Carrier, or Benefits provider. Highly preferred: 2 years experience in the Benefit space.
• Technical Ability: Comfortable working with multiple and perhaps new technologies in a digital-first environment (tools such as Salesforce, Slack, Confluence, and NICE Workstation are often used). Navigate multiple digital systems and use customer data to inform decisions.
• Collaborative: A consummate teammate, ready to wear multiple hats, inspire those around you and work collectively while maintaining a professional brand and image.
• Accountable: A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction. Takes pride in seeing customer interactions through from start to finish.
• Manages Stress Effectively: An autonomous problem solver with a personality that thrives in a dynamic environment. Not afraid to ask for help when the clock is ticking, but always checks resources before seeking further assistance.
• Reliable: Takes pride in showing up to work not only for themselves but for their customers.
• Ethical: Holds true to values of providing top-tier customer service. Self-motivated to continuously strive towards improvement for the success of the team and customers. Shortcuts should never be taken.
• Great Written and Verbal Communicator: Confident communicator and methodical thinker. Consistently demonstrates exceptional writing and verbal communication skills and is adept at explaining technical concepts to a wide range of audiences. Understands the importance of listening to the customer before delivering service.

Benefits & Compensation

At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity-based compensation (ownership in Gusto).

Our cash compensation range for this role is $20.51/hr—$23.08/hr in Denver and most remote locations. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.

Location & Work Environment

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in these locations will be expected to work from the office on designated days, approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto’s subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Equal Opportunity Employer

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

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 (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. 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.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

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