Tax Resolution Advocate

Responsibilities

• Provide exceptional service to customers via email and/or phone, simplifying the tax notice experience.
• Research and resolve payroll tax notices on behalf of customers, with guidance from experienced team members.
• Provide clear and concise case documentation.
• Collaborate with Compliance, Engagement, and Tax Operations teams.
• Communicate with government agencies to represent Gusto and advocate for customers under supervision.
• Manage time effectively to meet set goals.
• Actively use current AI tools in workplace applications.
• Handle a queue of tax notices daily, including updating cases, informing customers of changes, and seeking assistance on escalated issues.
• Participate in team meetings and provide support to fellow Tax Resolution Advocates.

Requirements

• 3-5 years of payroll experience (notice resolution experience is a plus).
• Ability to work collaboratively with cross-functional teams.
• Ability to think globally, provide input on current processes.
• AI Fluency: Capable of using current AI tools and have a mindset to help create and shape new AI tool functionality.
• Proven track record of delivering an extremely high level of customer satisfaction while driving operational efficiencies.
• Capability to manage multiple priorities in a high-volume, fast-paced environment and adapt to shifting priorities.
• Commitment to personal high standards and contributing to team and company goals.
• Strong analytical and problem-solving skills.
• Team player who enjoys collaborating.
• Excellent communication skills, both written and verbal, with ability to simplify complex topics.
• Highly organized and proactive in improving processes.
• Dedicated to providing an exceptional customer experience.

Compensation

• Cash compensation: $26.19/hr to $32.30/hr in Denver and most major metro locations; $26.84/hr to $34.00/hr for Los Angeles.
• All full-time employees receive competitive base pay, benefits, and equity (RSUs).