About Gusto
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.
About the Role:
We’re looking for a team member that will help the Members App scale our world-class customer experience for our members. You will teach our customers about our Financial Products features and act as their advocate internally.
About the Team:
Financial Products Operations is a small team, so you will help shape the direction the product takes and impact the lives of more than 300,000 financial products users and nearly 2 million total members. Members' vision is to increase prosperity by delivering financial and work productivity tools that create more control, increase confidence, and maximize paychecks for every employee.
Here’s what you’ll do day-to-day:
- You will provide exceptional customer service by interacting with users via phone, email, app reviews, and/or chat to resolve their inquiries
- You will understand customer pain points and provide feature requests feedback to our internal teams through existing feedback channels
- You will help to gather as much input from customers on potential bugs and submit Jiras or tickets through partner’s systems
- You will build and maintain useful process and procedures documentation for use by our users, the Financial Products Operations team, and the Care team
Here’s what we're looking for:
- Customer Service: A minimum of 2 years in a phone/email/chat support position. You have strong experience communicating with our users and are passionate about advocating on behalf of our Gustomers and members. You can understand the root cause of customer issues and can resolve their issues in a timely manner.
- Systems Knowledge: You have used Salesforce previously and you are able to leverage this system to solve complex customer issues.
- Strong Communicator: You are a strong communicator and can break down complex concepts into concise and easy to understand comms to different audiences.
- Self Starter: You’re organized, a strong problem solver, and have a bias for action.
- Handles Stress Well: Strong conflict resolution skills and a personality that thrives in a fast paced environment and in ambiguity.
- Compassionate: You know how to make people smile no matter what the circumstances and can keep level-headed and professional.
Our cash compensation range for this role is $26.92/hr to $33.65/hr in Denver. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to [email protected].
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.