Remote Benefits Care Advocate — Customer Support Pro

Mosaec; Phoenix (AZ); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits package

Total Rewards program

Job summary

Gusto, headquartered in Phoenix with hybrid work options, seeks a Benefits Care Advocate to join the Customer Care team. You will handle inquiries via phone, email, and chat, guiding customers to solutions and delivering exceptional service.

The role emphasizes professional communication, problem solving, and company-wide product knowledge. We value proactive problem solvers with strong written and verbal communication, comfortable with multiple digital tools, and able to work full-time hours,

Qualifications

• Experience: Minimum 2+ years in call center/tech/retail/hospitality; 1+ year in customer-facing benefits role with broker/carrier or benefits provider; 2 years in benefits space preferred.
• Technical Ability—comfortable with multiple technologies in a digital-first environment (Salesforce, Slack, Confluence, NICE Workstation).
• Collaborative: team player, capable of wearing multiple hats and upholding a professional brand.
• Accountable: proactive problem solver with strong critical thinking; ownership of customer interactions.
• Manages Stress Effectively: thrives in dynamic environments, asks for help when needed but researches first.
• Reliable: strong attendance and commitment to customers.
• Ethical: commitment to top-tier service and continuous improvement.
• Great written and verbal communicator: clear, effective communication with diverse audiences.

Responsibilities

• Own customer inquiries from start to finish, primarily on live inbound phone channel; flex to email/chat when needed.
• Work a full-time 40-hour/week schedule during hours of operation.
• Meet quality and productivity standards for superior service and progression.
• Collaborate with other advocates and across the company to influence product development.
• Use a "search first" approach to research questions across internal resources before escalation.
• Continue building knowledge to handle more complex inquiries.
• Stay up-to-date with new products/features and communicate updates to customers.
• Support annual volume spikes December–March with occasional weekend overtime.

Tools

Salesforce

Slack

Confluence

NICE Workstation

Job description

Gusto, headquartered in Phoenix with hybrid work options, seeks a Benefits Care Advocate to join the Customer Care team. You will handle inquiries via phone, email, and chat, guiding customers to solutions and delivering exceptional service.

The role emphasizes professional communication, problem solving, and company-wide product knowledge. We value proactive problem solvers with strong written and verbal communication, comfortable with multiple digital tools, and able to work full-time hours,