Payroll and Taxes Customer Care Advocate

Responsibilities

• Provide exceptional customer service to small business owners through email, chat, and live phone shifts, including shifts of up to 8 hours during high inbound call volume.
• Communicate product and feature updates clearly to customers.
• Troubleshoot payroll and tax issues and provide accurate guidance on payroll processing and tax support.
• Develop deeper Payroll and Tax product knowledge to resolve increasingly complex inquiries.
• Collaborate with other customer advocates and cross-functional teams to influence product development.
• Work additional weekend overtime and observe PTO blackout periods during annual volume spikes from December through March.
• Use a solution-oriented, “Search First” approach to resolve customer issues.

Requirements

• At least 1 year of payroll industry experience, including foundational knowledge of taxes, compliance, filings, and wage laws across multiple states.
• At least 2 years of customer-facing experience, ideally in a contact center, accounting, payroll, taxes, or benefits environment.
• Strong problem-solving, communication, critical-thinking, and conflict-resolution skills.
• Attention to detail and comfort working with numbers.
• Proficiency with GSuite and Mac.
• Ability to commit to a customer-focused role for at least 24 months.
• Ability to remain calm and effective in a fast-paced environment.
• Dependability, ethical judgment, and strong written and verbal communication skills.

Nice to Have

• Familiarity with Salesforce, JIRA, and Slack.

Compensation and Benefits

• Cash compensation: $19.24–$22.44 per hour in Phoenix, AZ.
• Full-time employees receive competitive base pay, benefits, and equity (RSUs).
• Final offer amounts depend on location, experience, expertise, role level, and other factors.
• A secure, reliable, and consistent internet connection is required when working outside a Gusto office.