About Gusto
Gusto is a modern, online people platform helping 400,000+ small businesses manage payroll, benefits, HR, and team operations. With offices in Denver, San Francisco, and New York, Gusto’s mission is to create a world where work empowers a better life—starting with how we serve our customers and support our team.
The Role
As a Benefits Care Advocate, you’ll deliver top-tier support to small business owners navigating complex benefit questions. You’ll work across phone, email, and chat to resolve inquiries, guide customers through Gusto’s benefits platform, and act as their internal advocate to influence product improvements. This is a high-touch, solutions-focused role in a fast-paced call center environment.
Please note:
- 8 weeks of onsite training in Phoenix starting September 29, 2025, before transitioning to remote work.
- Flexibility required for overtime, weekends, and schedule adjustments—especially during December–March high-volume periods.
Key Responsibilities
- Own customer inquiries from start to finish, keeping them updated throughout the resolution process
- Primarily handle inbound calls; flex to email/chat support as business needs require
- Meet productivity and quality standards for superior customer service
- Research solutions independently before escalating questions
- Stay up-to-date on product features and communicate updates clearly to customers
- Collaborate with peers and cross-functional teams to improve processes and product features
What You Bring
- 2–4 years in call center, tech, retail, or hospitality; new challenge seekers welcome
- At least 1 year in a customer-facing benefits role (broker, benefits admin, payroll/HCM/PEO company) — 2+ years strongly preferred
- Comfortable navigating multiple digital systems (Salesforce, Slack, Confluence, NICE Workstation)
- Strong critical thinking, problem-solving, and communication skills
- Reliable attendance and commitment to customer-first service
- Located in Phoenix/Tempe/Scottsdale area long-term and able to attend onsite training
Compensation & Benefits
- $19.23–$22.44/hour in Phoenix (based on experience)
- Health, dental, and vision coverage
- 401(k) and other benefits aligned with Gusto’s Total Rewards philosophy
- Hybrid office expectations for select locations after training (Phoenix role transitions to remote after training)
Gusto values diversity and is proud to be an equal opportunity employer.