AI‑Aided Payroll and Benefits Service Advisor

Rozgoo; Phoenix (AZ); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Equity (RSUs)

Total Rewards program

Job summary

Gusto is seeking a Dedicated Service Advisor to be the primary contact for customer support inquiries, guiding users through payroll and benefits features and acting as a trusted advocate for customers.

You will leverage AI-assisted tools, collaborate cross-functionally, and strive to reduce churn while delivering exceptional experiences. This hybrid role requires strong communication and payroll knowledge.

Qualifications

• 6+ years of customer experience, including 1+ years in Payroll and 2+ years in account management.
• Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction.
• Strong communication skills, with experience in synthesizing complex subjects for various audiences.
• Proficiency with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
• Ability to manage and prioritize multiple high‑priority resolutions effectively.
• Expertise in providing creative resolutions for customers with minimal support.
• Strong rapport‑building skills to enhance trust and collaboration with stakeholders.
• 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.

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 customer‑centric solutions.
• Ensure strong product knowledge and competitive awareness to prevent customer churn.
• Leverage AI‑assisted tools to improve research, communication, and compliance accuracy.

Skills

Customer experience

Payroll knowledge

Account management

Communication skills

Problem solving

Tools

Salesforce

Zoom

Google Suite

Google Calendar

Gmail

Chili Piper

Job description

Gusto is seeking a Dedicated Service Advisor to be the primary contact for customer support inquiries, guiding users through payroll and benefits features and acting as a trusted advocate for customers.

You will leverage AI-assisted tools, collaborate cross-functionally, and strive to reduce churn while delivering exceptional experiences. This hybrid role requires strong communication and payroll knowledge.