# Benefit Customer Care Advocate

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Denver, CO
**Role:** Customer Support
**Salary:** $43k – $48k/yr
**Experience:** 2+ years
**Skills:** Salesforce, Slack, Confluence, Nice Workstation, Phone Support, Email Support, Chat Support, Customer Service, Benefits Administration, Critical Thinking
**Posted:** 2026-06-04

> Handle complex benefits inquiries for small business customers via phone, email, and chat. Own cases end-to-end, research solutions, and collaborate cross-functionally to improve the product. Requires 2+ years call center or customer-facing experience plus 1+ year in benefits.

## Job Description

## Responsibilities
- Own customer inquiries from start to finish while keeping the customer updated during the resolution process
- Primarily handle live inbound phone channel, with flexibility to flex onto email and/or chat channels based on business needs
- Work a full-time 40-hour/week schedule during hours of operation
- Meet quality and productivity standards for superior customer service and performance progression
- Collaborate closely with other advocates and across the company to influence product development
- Deliver exemplary customer service using a "search first" mentality, researching questions through internal resources before asking for further support
- Expand critical thinking skills and knowledge to answer progressively more challenging customer inquiries
- Stay up-to-date with new products/features and communicate updates to customers effectively
- Be flexible to accommodate annual volume spikes from December through March, including weekend overtime and blackout periods for paid time off

## Requirements
- Minimum 2+ years of experience within call center, technology, retail, or hospitality space
- At least 1 year experience in a customer-facing benefits role with a Broker, Carrier, or Benefits provider (2 years in Benefits space highly preferred)
- Comfortable working with multiple technologies in a digital-first environment (Salesforce, Slack, Confluence, NICE Workstation)
- Navigate multiple digital systems and use customer data to inform decisions
- Proactive problem solver with strong critical thinking skills
- Comfortable in a role heavy in customer interaction
- Thrives in a dynamic environment and manages stress effectively
- Reliable with strong attendance
- Ethical approach to providing top-tier customer service
- Excellent written and verbal communication skills; able to explain technical concepts to diverse audiences

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**Canonical:** https://hotfix.jobs/jobs/84fa7643-1448-4e3e-9795-f6b2331b2e37