AI-Driven Technical Tax Support Specialist (Equity Eligible)

The Wrap; Denver (CO); Hybrid; USD 36,000 - 44,000; Full time

Job summary

Gusto, a company on a mission to grow the small business economy, is hiring a Technical Tax Support Specialist in Denver. You will join a Tax Operations team, handling calls and emails from payroll tax agencies and supporting internal CX partners to prevent customer pain and improve agency relations.

You will work across CX teams to resolve complex tax filing issues, leverage AI tools to streamline processes, and contribute to scalable, compliant customer support experiences.

Qualifications

• 2–3 years of experience servicing tax agencies and/or customers with payroll‑related tax inquiries.
• Strong customer focus and commitment to quality of support.
• Deep understanding of payroll taxes, tax returns, and filing processes.
• Ability to identify trends and explain complex issues clearly.

Responsibilities

• Receive, respond to, and resolve calls and emails from tax agencies regarding tax filing and payment issues.
• Assist Gusto customers via email and phone on tax issues requiring deep tax operations knowledge.
• Collaborate with CX teams such as TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations.
• Track questions and issues to identify trends and opportunities for process improvements.
• Leverage AI platforms to streamline communication and enablement.
• Partner cross-functionally to resolve customer concerns.

Skills

Payroll taxes knowledge

Tax agency experience

Customer-focused

Communication skills

AI platforms familiarity

Job description

Gusto, a company on a mission to grow the small business economy, is hiring a Technical Tax Support Specialist in Denver. You will join a Tax Operations team, handling calls and emails from payroll tax agencies and supporting internal CX partners to prevent customer pain and improve agency relations.

You will work across CX teams to resolve complex tax filing issues, leverage AI tools to streamline processes, and contribute to scalable, compliant customer support experiences.