HR Consultant, Ask An Expert

The Wrap; Denver (CO); Hybrid; USD 98,000 - 115,000; Full time

Benefits offered by this job

Equity (RSUs)

Job summary

Gusto is hiring for an HR expert on the Ask an Expert team in Denver/remote-friendly, focusing on HR guidance, compliance, and client support. You’ll answer questions via chat, join live calls, and deliver defined projects like employee handbooks.

The role emphasizes adherence to multi-state laws and ethical handling of confidential information. You’ll work with AI tools to draft accurate responses, build scalable templates, and contribute to process improvements while supporting clients across

Qualifications

• 4-8 years HR experience across industries
• Excellent written and verbal communication
• Comfort using AI in daily work
• Proficient with Google Workspace, Slack, Notion, Salesforce
• Ability to manage multiple client questions with deadlines
• Strong knowledge of multi-state employment law and employee handbooks

Responsibilities

• Answer HR questions via chat using AI tool, ensure accuracy
• Join client calls for live discussions with clear guidance
• Build and update employee handbooks across states and locations
• Deliver compliance projects including policy reviews and postings
• Develop templates, playbooks, and processes for new project types
• Escalate when needed and route questions with context
• Document work in systems and flag patterns to improve AI tools
• Test new tools and provide feedback
• Support Gusto HR Partners team when needed
• Provide excellent customer service in chat, calls, and projects

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.

About the Role:

As part of Gusto’s Ask an Expert team, you’ll serve as an expert small business clients turn to when they need an HR answer. You’ll respond to questions clients submit through chat, using our AI tool to get accurate, practical answers quickly, and you’ll join calls when a client needs to talk something through live. In addition to providing expert advice, you’ll also work on defined projects for clients, starting with employee handbooks and compliance work. You’ll do well here if you get excited about compliance, enjoy moving quickly and balancing multiple stakeholders, and love to find new ways to leverage technology and AI to become more efficient and effective.

About the Team:

Gusto is growing how we support our clients with their HR needs. Ask an Expert gives clients fast access to experienced HR judgment and delivers defined project work, so our clients can feel confident in moving forward. Ask an Expert is a relatively new product, you’ll have the chance to both do hands on work and help define and build the process.

Here’s what you’ll do day-to-day:

• Answer HR questions clients submit via chat, using our AI tool to research, draft, and check responses, and own the accuracy of every answer you send.
• Join client calls when a question needs a live conversation, and help clients work through it with clear, practical guidance.
• Build and update employee handbooks for clients across multiple states, tailored to each client’s locations, headcount, and policy choices.
• Deliver compliance projects, such as policy reviews, multi-state requirement checks, and required notices and postings.
• Take on new project types as the team expands beyond handbooks and compliance, and help build the templates, playbooks, and processes that make them repeatable.
• Recognize when a question needs more than a quick answer, whether that means routing to another Gusto team or recommending the client consult legal counsel, and hand it off with the right context.
• Document your work in our systems of record, and flag patterns in the questions you see so we can improve our AI tool, client resources, and services.
• Test new tools and processes and share constructive feedback and suggestions.
• Step in to support our Gusto HR Partners team, who serve as fractional HR consultants for a set book of business, when additional capacity is needed.
• Provide excellent customer service in every chat, call, and project.

Here’s what we're looking for:

• 4-8 years of HR experience as an HR Generalist, People Operations Specialist, or HR consultant across various industries and company sizes.
• Excellent written and verbal communication skills. You can turn a complicated question into a clear, accurate answer, whether it’s in a chat thread or on a live call.
• Comfort using AI tools in your daily work, and the discernment to check AI-generated answers and catch what’s wrong or missing.
• Proficiency with HR software and tools such as Google Workspace, Slack, Notion, and Salesforce.
• Ability to handle a steady flow of incoming client questions alongside project deadlines, prioritizing what is urgent.
• Strong working knowledge of multi-state employment law and compliance, including hands-on experience writing or updating employee handbooks and policies.
• Sound judgment about when you have the answer and when a question needs to be escalated.
• Demonstrated agility and ability to thrive in ambiguous, fast-paced, and dynamic environments.
• Ability to maintain confidentiality and handle issues ethically and with integrity.
• A perpetual learner who strives for excellence and stays focused on our mission to help clients thrive.

Our cash compensation amount for this role is between $98,000 - $115,000/year in Denver and $98,000 - $110,000/year for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Reliable, consistent presence:

We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.

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. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.