Tax Credits Customer Specialist, Gusto
$25.00/hr to $30.77/hr in Denver & most major metro locations, and $30.29/hr to $37.02/hr for San Francisco & New York
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
$25.00/hr to $30.77/hr in Denver & most major metro locations, and $30.29/hr to $37.02/hr for San Francisco & New York
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
- Service: A minimum of 3 years in a customer-facing role. Experience resolving ambiguous cases or escalations is a plus!
- Accounting / Tax or Tax Credits Skill: A minimum of 2 years experience with accounting, taxes or tax credits. Equivalent experience will be considered
- Communication: You have strong experience communicating with customers, and are passionate about advocating on their behalf. You can break down complex concepts into concise and simple messages
- Detail Orientation: You pay attention to details, take pride in your work, and know how the quality of your work product quality impacts small business finances
- Critical Thinking: You seek the root cause of customer and process issues and are able to identify trends. You attempt to resolve trending issues with the appropriate level of urgency
- Proactive Problem Solver: You are always looking for ways to improve processes, solve customer issues more efficiently, or prevent issues from popping up
- Systems Knowledge: You have worked on a technical or complex product. You have used ticketing tools (e.g. Hubspot, Salesforce) previously and you are able to leverage them to solve complex customer issues
- Change Agent: Suggest, drive, and embrace changes and iterations. Seek opportunities to challenge and improve the status quo
- Reliable: Reference checks should reveal no attendance / tardiness patterns
What the job involves
- We’re looking for a service-minded team member for our emerging tax credits product. Join our Tax Credits team and shape the future of tax credit software
- Your talents will be instrumental in delivering an exceptional customer experience, developing products and processes that enable our customers and internal teams, and creating a strong foundation on which we can grow
- This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America
- The Tax Credits team is on a mission to democratize tax credits and grants
- We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success
- The Tax Credits Operations team is a collaborative team who are passionate about tax credits
- As a member of the Customer Operations team at this stage in our journey, you will be a customer advocate and educator, simplifying a small business’s experiences with tax credits
- As a tax credits operator and expert, you’ll have the opportunity to work directly on components of each customer’s credit and use your experience to shape the direction of our product, process, and tools
- Proactively & reactively resolve complex customer inquiries related to tax credits. Break down complex concepts in a simple, concise way
- Take ownership of customer outcomes, ensuring small businesses get great value out of the tax credits product
- Educate yourself and others on tax credits, including R&D tax credits, 401K, WOTC, and other relevant incentives
- Roll up your sleeves and complete or quality control behind-the-scenes tasks (e.g. data review, calculations, uploads) that result in high quality credit forms and documents
- Create and inform solutions alongside the Tax Credits technical (EPDD) and service (CSM, CX) teams
- Continuously improve and iterate on processes and approach
- Work with team members to find creative customer solutions that are compliant and sustainable
- Partner across teams to inform and build tax credits product, process, and tools
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
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 60 more jobs at Gusto