Benefits Care Advocate: Impactful Customer Support

Gusto; Phoenix (AZ); Hybrid; USD 26,174 - 28,929; Full time

Job summary

Gusto is hiring a Benefits Care Advocate in Phoenix to handle customer inquiries via phone, email, and chat with a proactive, solution-oriented mindset. You will deliver excellent service, resolve complex benefit questions, and influence product decisions while guiding customers through our platform.

You will join a fast-paced team, own end-to-end customer experiences, and stay updated on new features to ensure consistent, high-quality support during peak December–March volumes.

Qualifications

• 2+ years of call center, tech, retail, or hospitality experience.
• At least 1 year in a customer-facing benefits role with a Broker, Carrier, or Benefits provider.
• 2 years of experience in the Benefits space is highly preferred.

Responsibilities

• Own customer inquiries from start to finish across phone, email, and chat.
• Work a full-time 40-hour/week schedule during operating hours.
• Meet quality and productivity standards for superior customer service.
• Collaborate with other Advocates and across the company to influence product development.
• Use a 'search first' approach to research questions through internal resources before escalating.

Skills

Call center experience

Customer-facing benefits

Strong communication

Team collaboration

Tools

Salesforce

Slack

Confluence

NICE Workstation

Job description

Gusto is hiring a Benefits Care Advocate in Phoenix to handle customer inquiries via phone, email, and chat with a proactive, solution-oriented mindset. You will deliver excellent service, resolve complex benefit questions, and influence product decisions while guiding customers through our platform.

You will join a fast-paced team, own end-to-end customer experiences, and stay updated on new features to ensure consistent, high-quality support during peak December–March volumes.