Remote Benefits Care Advocate for Small Biz

The Wrap; Denver (CO); Híbrido; USD 43.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity (RSUs)

Benefits package

Descripción de la vacante

Gusto is hiring for a Benefits Care Advocate within the Customer Care team to guide small business customers through complex benefit questions via phone, email, and chat. You will own each experience from start to finish, leveraging internal resources to deliver accurate resolutions, while staying updated on product features and roadmap implications.

The role emphasizes proactive problem solving, collaboration, and maintaining an exceptional customer experience in a fast-paced, digital-first

Formación

• Minimum 2+ years of experience in a call center, technology, retail, or hospitality space.
• At least 1 year in a customer-facing benefits role with an broker, carrier, or benefits provider; highly preferred 2 years in benefits.
• Comfort using multiple digital tools (Salesforce, Slack, Confluence, NICE Workstation).

Responsabilidades

• Own customers' inquiries from start to finish, primarily on live inbound phone channel; may flex to email/chat.
• Work a full-time 40-hour week during operating hours.
• Meet quality and productivity standards to satisfy company expectations.
• Collaborate with other advocates and across the company to influence product development.
• Research questions using internal resources before asking for help.
• Build knowledge to answer increasingly complex customer inquiries.
• Stay updated on new products/features and communicate updates to customers.
• Be flexible to handle December–March volume spikes with weekend overtime.

Conocimientos

Call center experience

Salesforce

Slack

Confluence

NICE Workstation

Customer-facing skills

Adaptability

Team collaboration

Herramientas

Salesforce

Slack

Confluence

NICE Workstation

Descripción del empleo

Gusto is hiring for a Benefits Care Advocate within the Customer Care team to guide small business customers through complex benefit questions via phone, email, and chat. You will own each experience from start to finish, leveraging internal resources to deliver accurate resolutions, while staying updated on product features and roadmap implications.

The role emphasizes proactive problem solving, collaboration, and maintaining an exceptional customer experience in a fast-paced, digital-first