Backed by General Catalyst, Kleiner Perkins and Y Combinator.
About the role
We're looking for someone who genuinely enjoys connecting with people, navigating complexity, and solving problems in real time. In this role, you'll be the first point of contact for plan sponsors and employers reaching out by phone and email bringing warmth, clarity, and solutions to every interaction. You'll also work closely with Product, Engineering, and Sales to flag trends, improve the customer experience, and help shape the product from the front lines.
What they're looking for
- 2+ years of customer service or contact center experience, preferably in B2B SaaS
- 2+ years delivering outstanding customer experiences via phone and email — experience in Payroll, Employee Benefits, or HR Tech is a plus
- Team-first attitude — you collaborate openly, support your colleagues, and show up as a key contributor to team wins
- Drive and ownership — you're self-directed, resourceful, and don't close a case until the customer is genuinely satisfied
- Problem-solving mindset — you dig into issues, think critically, and find the best path forward even in ambiguous situations
- Composure under pressure — you can multitask, reprioritize on the fly, and stay grounded when things move fast
More about this role
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.
We're looking for someone who genuinely enjoys connecting with people, navigating complexity, and solving problems in real time. In this role, you'll be the first point of contact for plan sponsors and employers reaching out by phone and email bringing warmth, clarity, and solutions to every...
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