Gusto helps more than 200,000 small and medium-sized businesses take care of their teams. The role is to guide our customers through our newest product features including Gusto’s hardware management product which helps keep their computers secure, up-to-date and come ready out-of-the-box for a magical employee onboarding experience. We are looking for an IT and customer support expert who is passionate about providing small business owners with the best customer experience in the world. You will act as their advocate internally to influence our product decisions and roadmap. You’ll address real problems and deliver an exceptional customer experience, all while advancing your career in the high growth tech industry, gaining invaluable experience that will last a lifetime.

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 200,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy

The Product Operations team is passionate about incubating new experiences to elevate the Gusto experience of business owners and their employees. As a Customer Care Advocate your main focus will be supporting our latest innovations and products, including IT products around device management and app provisioning, benefits experiences, and more. You will guide our customers by answering queries via phone, email, and chat each day. You will be working closely with internal product and operations teams to share insights from customers that will drive future business and product decisions. As a support advocate for new experiences, you will have the opportunity to learn about a wide array of experiences that Gusto offers.

Here’s what you’ll do day-to-day:

  • You will provide exceptional customer service by interacting with small business owners to resolve technology inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume. You may be scheduled anytime from 7am-6pm MT during hours of operation.
  • You will stay up-to-date with new products/features and be able to consistently communicate these updates to customers in a way that ensures an exceptional customer experience.
  • You will be able to perform your duties in a fast-paced environment, being able to adapt to change quickly in order to quickly resolve customer issues.
  • You will be required to expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
  • You will work in close collaboration with other advocates as well as collaborate across the company to share insights from customers and influence product development.
  • You will be flexible about rapidly changing business needs and the fluctuations that come from incubating new product experiences
  • You will be able to deliver exemplary customer service using a “search first” mentality. 

Here’s what we're looking for:

  • 1-2 years of IT support work experience in a retail or corporate environment
  • 1-2 years of work experience in a customer service role
  • Strong verbal and written communication skills
  • Familiarity with MacOs devices and a general love for Apple products
  • Knowledge of endpoint mgmt tools such as Jamf, Kandji, Fleetsmith or MDM in general
  • Technology enthusiast who is always excited to learn about new apps, devices, and ways to do things better
  • Passion for automation and desire to make processes and workflows highly efficient
  • A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a professional brand and image.
  • Comfortable with ambiguity - can context switch as business needs change
  • Self Starter: A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction for a minimum of 24 months.
  • Handles stress well: Conflict resolution skills and a personality that thrives in a dynamic environment.
  • Reliable: Reference checks should reveal no attendance / tardiness patterns. 
  • Ethical: The demands of this position are not an excuse to abandon our values, but rather, an opportunity to reveal them to our customers.
  • Great written and verbal communicator: Loves writing and talking about technical concepts to a wide range of audiences and understands the importance of listening to the customer before delivering service.

At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity based compensation (ownership in Gusto). To learn more about Gusto’s compensation philosophy and benefits offerings please view our Total Rewards Approach page.

Our cash compensation amount for this role is targeted at $19.24/hr - $23.51/hr in Denver and in most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise, and may vary from the amounts listed above.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@gusto.com. 

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