Payroll Care Advocate — Support Specialist

Socket.dev; Phoenix (AZ); Hybrid; USD 26,000 - 32,000; Full time

Benefits offered by this job

Competitive base pay and equity (RSUs)

Total Rewards philosophy

Hybrid work model

Job summary

Gusto seeks a Payroll Care Advocate to guide small business owners through Payroll and Taxes products, delivering outstanding service and influencing internal product decisions.

As a Payroll Care Advocate, you will troubleshoot payroll/tax questions, communicate updates, and collaborate with teams to improve solutions. This role offers a hybrid schedule with higher demand during peak periods and requires strong customer-facing experience.

Qualifications

• 1+ years in payroll industry with understanding of taxes, compliance, filings, and wage laws across states.
• 2+ years in a customer-facing role, ideally in contact center, payroll, taxes, or benefits.

Responsibilities

• Provide exceptional customer service via email, chat, and live phone shifts.
• Communicate product updates to customers in a helpful way.
• Troubleshoot payroll/tax questions and resolve issues for clients.
• Grow payroll and tax product knowledge to handle complex inquiries.
• Collaborate across the company to influence product development.
• Be flexible during December–March peak periods, including weekend overtime.
• Maintain a solution-oriented, "Search First" approach to each interaction.

Skills

Payroll knowledge

Customer service

Detail-oriented

Tech-savvy (GSuite, Mac)

Communication skills

Tools

Salesforce

JIRA

Slack

Job description

Gusto seeks a Payroll Care Advocate to guide small business owners through Payroll and Taxes products, delivering outstanding service and influencing internal product decisions.

As a Payroll Care Advocate, you will troubleshoot payroll/tax questions, communicate updates, and collaborate with teams to improve solutions. This role offers a hybrid schedule with higher demand during peak periods and requires strong customer-facing experience.