Technical Account Manager, Gusto
Our cash compensation amount for this role is $29.56/hr to $35.58/hr
2-3 days a week in office
Automated payroll, benefits & HR platform
Open for applications
Automated payroll, benefits & HR platform
1001+ employees
Open for applications
Our cash compensation amount for this role is $29.56/hr to $35.58/hr
2-3 days a week in office
1001+ employees
Company mission
To grow the small business economy.
Role
Who you are
- 6+ years of customer experience with 1+ years of full-time experience in Payroll, and 2+ years of account management
- Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving
- Demonstrate AI fluency in a customer-facing role: routinely delegates repetitive work to AI (drafting emails, summarizing case histories, compiling call notes), crafts structured prompts with clear context and constraints, and critically reviews outputs for accuracy, bias, tone, and customer empathy—while consistently applying data‑privacy and compliance guardrails
- Proven impact from AI use: examples of measurable efficiency and quality gains (faster resolutions, clearer communications, stronger proactive outreach), plus sound judgment on when not to use AI and how to escalate edge cases; comfortable giving feedback that improves AI‑assisted workflows and team knowledge quality
- Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners
- Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper
- Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively
- Strength in providing effective, expert, and creative resolutions for customers with minimal support, demonstrating agility and critical thinking
- Strong rapport-building skills to foster trust, collaboration, and loyalty with customers, peers, and internal teams
- Ownership in churn identification and mitigation with confidence in navigating retention-focused discussions with customers
- Deep payroll knowledge, pride, and awareness to act as an advocate for the solution you provide, understanding customer needs and promoting satisfaction
- Exceeds expectations with goals, deadlines, and commitments set by both yourself and the organization
- Eager to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer-centric solutions
What the job involves
- 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
- Own the customer journey by building trust, rapport, and partnership with your book of business through inbound and outbound phone, email, and Zoom interactions
- Act as a dedicated advisor, building trust in the support you provide to contain most customer interactions from your dedicated customers
- Provide passionate, opinionated, consistent, expert, reliable support as a dedicated point of contact for payroll and benefits inquiries
- Leverage AI‑assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice
- Proactively connect with customers to build a deep understanding of their business, your support model, and their preferred connection style
- Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer
- Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs
- Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes
- Think creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs
- Display strong product knowledge, including a deep understanding of the competitive landscape to protect against customer churn
- Use your expertise to plan and build solutions for your customers to drive product adoption, and satisfaction, including consulting on products and service solutions
- Becomes a strategic player to promote customer satisfaction and client retention
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy which many SMB owners don’t have. The three co-founders of Gusto – all coming from small business backgrounds – collaborated on a Fintech company that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 400,000 customers and a multi-billion dollar valuation. And in 2021, Gusto began acquiring other companies to strengthen its offering and its position in a competitive market, including two other fintech startups, Ardius and Symmetry.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. Although Gusto has found itself impacted by the macroeconomic situation, through the significant effect it has had on its clientele, the company still appears positive for the future after raising funds in 2023 that has seen it reach key profitability benchmarks. It continues to expand its platform, most recently partnering with Parafin to launch a payroll line of credit for small businesses. With a growing suite of services and a clear focus on supporting small businesses through changing economic conditions, Gusto looks set to sustain its momentum and further strengthen its position in the HR and payroll technology market.
Steph
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.3m
Company benefits
- Health and Wellbeing: Medical, dental, and vision insurance for employees and dependents. Family care and support, including family planning and fertility benefits. Gender-affirming care and support. A variety of mental health resources.
- Time Away: It's important to take time away for yourself or to take care of your family. Gusto offers paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more!
- Free meals and refreshments: If you work at one of our offices, enjoy food, drinks, and snacks— on us. Conversation and community is an added bonus!
- Perks:
Company HQ
Central Waterfront, San Francisco, CA
Leadership
Joshua Reeves
(Co-Founder & CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(Co-Founder & CPO)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo, a mobile self-service technologies company, in 2008. Co-founded Gusto in 2011.
Edward Kim
(Co-Founder & Head of Engineering)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing, a printed photos company, in 2008. Co-founded Gusto in 2011.
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