Customer Care Advocate, Gusto
Our cash compensation amount for this role is targeted at $19.23 - $21.63/hr
2-3 days a week in office
Automated payroll, benefits & HR platform
Job no longer available
Automated payroll, benefits & HR platform
1001+ employees
Job no longer available
Our cash compensation amount for this role is targeted at $19.23 - $21.63/hr
2-3 days a week in office
1001+ employees
Company mission
To grow the small business economy.
Role
Who you are
- Experience: 6 months to 2 years in a customer-facing role is required. Ideally, you have 1 to 2 years of experience in a contact center environment
- Customer-focused: You excel at problem-solving and communication, always putting the customer first
- Detail-oriented: You have a keen eye for detail and a strong affinity for working with numbers
- Collaborative Team Player: You thrive in a team environment and are eager to contribute to our dynamic and supportive work culture
- Proactive Self-Starter: You are a proactive problem solver with exceptional critical thinking skills, ready to take on a customer-focused role for at least 24 months
- Calm Under Pressure: You possess strong conflict resolution skills and flourish in a fast-paced, dynamic environment
- Dependable: Your references will confirm your reliability, with no patterns of attendance or tardiness issues
- Ethical: You uphold strong values and recognize that the challenges of this role are opportunities to demonstrate integrity to our customers
- Excellent Communicator: You have a passion for writing and discussing technical concepts, can engage with a wide range of audiences, and understand the importance of listening to customers before delivering service
What the job involves
- We’re seeking support specialists who are passionate about delivering an unparalleled customer experience to small business owners
- In this role, you’ll guide customers through our Payroll and Taxes products, serving as their advocate to influence our internal product decisions and roadmap
- You’ll tackle real challenges, providing exceptional service, while launching your career in the fast-paced tech industry and gaining experience that will benefit you throughout your career
- As a Care Advocate on Payroll & Taxes Care, you'll be the go-to expert for our clients and employees, ensuring that their payroll needs are met with precision, efficiency, and a smile
- You'll dive into the details, troubleshoot issues, and provide clear, concise guidance on everything from payroll processing to tax support
- Your work will directly contribute to the financial well-being of our clients, making you an essential part of our success story
- Champion Customer Success: You will provide exceptional customer service by interacting with small business owners to resolve inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume
- Stay Ahead of the Curve: You'll keep your finger on the pulse of our latest products and features, communicating updates to customers in a way that not only informs but delights
- Thrive in a Fast-Paced Environment: Adaptability is your superpower! You'll swiftly navigate changes and solve customer issues, all while keeping up with the fast pace of our dynamic work environment
- Grow Your Skills: Expand your critical thinking and deepen your Payroll and Tax product knowledge to tackle increasingly complex customer inquiries and become a true expert
- Collaborate and Innovate: Work closely with your fellow advocates and collaborate across the company to influence product development, ensuring our solutions meet the evolving needs of our customers
- Flex and Thrive: During our annual volume spikes from December through March, you'll step up to the challenge with flexibility, taking on additional weekend overtime and respecting blackout periods for PTO to deliver the best service possible
- Exemplary Service with a “Search First” Mentality: You approach every customer interaction with a solution-oriented mindset, leveraging your skills to deliver outstanding service
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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