# Payroll and Taxes Customer Care Advocate

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Phoenix, AZ
**Role:** Customer Support
**Salary:** $40k – $47k/yr
**Experience:** 2+ years
**Skills:** Payroll, tax compliance, tax filings, wage laws, customer service, Problem Solving, gsuite, mac, Salesforce, Jira, Slack, conflict resolution
**Posted:** 2026-08-03

> Supports small business owners with payroll processing, tax, compliance, and filing questions through email, chat, and phone. Requires payroll industry knowledge, at least two years of customer-facing experience, strong communication, and comfort working in a high-volume environment.

## Job Description

## 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.

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