Future Opportunities: Dedicated Service Advisor

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.

The Dedicated Service Advisor will serve as the primary point of contact for all customer support inquiries, enhancing user experience and acting as a subject matter expert for Gusto's core products. This role involves guiding customers through product features, providing proactive customer education, and serving as an advocate for customers to influence product decisions. The advisor will strategically address and resolve real problems, delivering exceptional customer experiences to uphold trust and loyalty within Gusto's key clientele.

Responsibilities:

• Build trust and partnership with customers via inbound and outbound communication channels.
• Serve as a dedicated advisor, offering expert support for payroll and benefits inquiries.
• Proactively engage with customers to understand their business needs and support preferences.
• Identify and address churn risks with strategic solutions to enhance customer retention.
• Collaborate cross-functionally to resolve points of friction and address customer concerns.
• Utilize critical thinking and problem-solving skills to deliver customer-centric solutions.
• Ensure strong product knowledge and competitive awareness to prevent customer churn.
• Leverage AI-assisted tools to improve research, communication, and compliance accuracy.

Qualifications:

• 6+ years of customer experience, including 1+ years in Payroll and 2+ years in account management.
• Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction.
• Strong communication skills, with experience in synthesizing complex subjects for various audiences.
• Proficiency with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
• Ability to manage and prioritize multiple high-priority resolutions effectively.
• Expertise in providing creative resolutions for customers with minimal support.
• Strong rapport-building skills to enhance trust and collaboration with stakeholders.
• Experience in identifying and mitigating churn, with confidence in retention-focused discussions.
• Deep understanding and pride in payroll knowledge to advocate for customer solutions.
• Demonstrated AI fluency in customer-facing roles with examples of efficiency and quality gains.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those 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.

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.