Gusto, Inc.
SaaS
DedicatedServiceAdvisor
Neural analysis suggests this role is
optimal for Senior candidates.
“Dedicated Service Advisor at Gusto, Inc.. Skills: customer support, payroll, benefits, account management, AI fluency. Serve as the primary point of contact for all customer support inquiries. Enhance user experience”
What You'll Achieve.
enhancing user experience; uphold trust and loyalty within Gusto's key clientele; enhance customer retention; prevent customer churn; improve research, communication, and compliance accuracy
Industry & Context.
Utilize critical thinking and problem-solving skills to deliver customer-centric solutions
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
What They're Looking For.
Must Have
6+ years of customer experience, 1+ years in Payroll, 2+ years in account management, Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction, Ability to manage and prioritize multiple high-priority resolutions effectively, Expertise in providing creative resolutions for customers with minimal support, Experience in identifying and mitigating churn, with confidence in retention-focused discussions, Deep understanding and pride in payroll knowledge to advocate for customer solutions, Demonstrated AI fluency in customer-facing roles with examples of efficiency and quality gains
Nice to Have
AI experience requirements vary by role and will be assessed during the interview process
What You'll Do.
Serve as the primary point of contact for all customer support inquiries
Enhance user experience
Act as a subject matter expert for Gusto's core products
Guide customers through product features
Provide proactive customer education
Serve as an advocate for customers to influence product decisions
Strategically address and resolve real problems
Deliver exceptional customer experiences to uphold trust and loyalty within Gusto's key clientele
Build trust and partnership with customers via inbound and outbound communication channels
Serve as a dedicated advisor
offering expert support for payroll and benefits inquiries
Proactively engage with customers to understand their business needs and support preferences
Identify and address churn risks with strategic solutions to enhance customer retention
Collaborate cross-functionally to resolve points of friction and address customer concerns
Ensure product knowledge and competitive awareness to prevent customer churn
Leverage AI-assisted tools to improve research
and compliance accuracy
How You'll Work.
Team & Collaboration
Collaborate cross-functionally to resolve points of friction and address customer concerns
Communication Scope
communication skills, with experience in synthesizing complex subjects for various audiences
Full Job Description
About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy. AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. The Dedicated Service Advisor will serve as the primary point of contact for all customer support inquiries, enhancing user experience and acting as a subject matter expert for Gusto's core products. This role involves guiding customers through product features, providing proactive customer education, and serving as an advocate for customers to influence product decisions. The advisor will strategically address and resolve real problems, delivering exceptional customer experiences to uphold trust and loyalty within Gusto's key clientele. Responsibilities: Build trust and partnership with customers via inbound and outbound communication channels. Serve as a dedicated advisor, offering expert support for payroll and benefits inquiries. Proactively engage with customers to understand their business needs and support preferences. Identify and address churn risks with strategic solutions to enhance customer retention. Collaborate cross-functionally to resolve points of friction and address customer concerns. Utilize critical thinking and problem-solving skills to deliver c
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