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