Customer Support Representative, Gusto
Financial Products
$26.92/hr & $32.21/hr
2-3 days a week in office
Automated payroll, benefits & HR platform
Posted today
Automated payroll, benefits & HR platform
1001+ employees
Posted today
$26.92/hr & $32.21/hr
2-3 days a week in office
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- Customer Service: A minimum of 2 years in a phone/email/chat support position
- You have strong experience communicating with our users and are passionate about advocating on behalf of our Gustomers and members
- You can understand the root cause of customer issues and can resolve their issues in a timely manner
- Systems Knowledge: You have used Salesforce previously and you are able to leverage this system to solve complex customer issues
- Strong Communicator: You are a strong communicator and can break down complex concepts into concise and easy to understand comms to different audiences
- Self Starter: You’re organized, a strong problem solver, and have a bias for action
- Handles Stress Well: Strong conflict resolution skills and a personality that thrives in a fast paced environment and in ambiguity
- Compassionate: You know how to make people smile no matter what the circumstances and can keep level-headed and professional
What the job involves
- We’re looking for a team member that will help the Members App scale our world-class customer experience for our members
- You will teach our customers about our Financial Products features and act as their advocate internally
- Financial Products Operations is a small team, so you will help shape the direction the product takes and impact the lives of more than 300,000 financial products users and nearly 2 million total members
- You will provide exceptional customer service by interacting with users via phone, email, app reviews, and/or chat to resolve their inquiries
- You will understand customer pain points and provide feature requests feedback to our internal teams through existing feedback channels
- You will help to gather as much input from customers on potential bugs and submit Jiras or tickets through partner’s systems
- You will build and maintain useful process and procedures documentation for use by our users, the Financial Products Operations team, and the Care team
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 200,000 customers and a multi-billion dollar valuation. 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 will see it reach key profitability benchmarks. It continues to consolidate its platform, for example by integrating with OpenComp to grant its users access to the company's Compensation Intelligence Platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.1m
Company benefits
- Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources
- Flexible vacation - Gusties are encouraged to take the time off they need to continue doing great work
- Fertility treatments, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more
- If you work at one of our homebases, enjoy food, drinks, and good conversation — on us
- Celebrate 5 or 10 years at Gusto and take a month off to recharge
- Take advantage of internet, phone, commuter, and wellness stipends each month, along with a WFH stipend and cash for anniversaries
Company values
- Embody a service mindset - Never stop advocating for the needs of others
- Dream big, then make it real - Be ambitious. Show and do, rather than tell and talk
- Be proud of the how - Ensure deep integrity in everything you do
- Embrace an ownership mentality - Take initiative to leave things better than you found them
- Debate then commit - Share openly, question respectfully, and once a decision is made, commit fully
Company HQ
Central Waterfront, San Francisco, CA
Articles
Leadership
Joshua Reeves
(CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(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
(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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