Senior Service Advisor: Payroll & Customer Success

The Wrap; Phoenix (AZ); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Gusto is seeking a Dedicated Service Advisor to act as the primary contact for customer support, guiding users through payroll and benefits features and educating them proactively. You will advocate for customers, address churn risks, and collaborate cross-functionally to resolve issues while leveraging AI tools to improve research, communication, and compliance.

With 6+ years in customer-facing roles and payroll knowledge, you’ll help uphold trust and loyalty across Gusto’s client base,

Qualifications

• 6+ years of customer experience, including 1+ years in Payroll and 2+ years in account management.
• Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction.
• Strong communication skills, with experience in synthesizing complex subjects for various audiences.
• Proficiency with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.

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.

Skills

Customer experience

Account management

Communication

Problem solving

AI fluency

Cross-functional collaboration

Tools

Salesforce

Zoom

Google Suite

Google Calendar

Gmail

Chili Piper

Job description

Gusto is seeking a Dedicated Service Advisor to act as the primary contact for customer support, guiding users through payroll and benefits features and educating them proactively. You will advocate for customers, address churn risks, and collaborate cross-functionally to resolve issues while leveraging AI tools to improve research, communication, and compliance.

With 6+ years in customer-facing roles and payroll knowledge, you’ll help uphold trust and loyalty across Gusto’s client base,