Future Opportunities: Dedicated Service Advisor (Chicago)

Rozgoo; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

Gusto is hiring a Dedicated Service Advisor to act as the primary contact for customer support and to guide customers through payroll, health, and benefits features. The role focuses on proactive education, advocacy for customers, and strategic problem-solving to reduce churn.

You will partner across teams to resolve friction, leverage AI-assisted tools, and uphold a high standard of product knowledge for our diverse small-business clientele.

Qualifications

• 6+ years of customer experience, including account management or customer success.
• Strong communication, empathy, and problem-solving skills.
• Ability to steer customer outcomes through data and insights.

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.

Skills

Customer experience

Churn prevention

Cross-functional collaboration

Problem solving

Communication skills

AI tools familiarity

Tools

CRM software

Payroll platforms

AI-assisted tools

Job description

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

The Dedicated Service Advisor will serve as the primary point of contact for all customer support inquiries, enhancing user experience and acting as a subject matter expert for Gusto's core products. This role involves guiding customers through product features, providing proactive customer education, and serving as an advocate for customers to influence product decisions. The advisor will strategically address and resolve real problems, delivering exceptional customer experiences to uphold trust and loyalty within Gusto's key clientele.

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.

Qualifications:

• 6+ years of customer experience, including