Tax Resolution Advocate

Gusto; Chicago (IL); Hybrid; USD 67,337,088 - 81,435,446; Full time

Job summary

Gusto is seeking a Tax Resolution Advocate to leverage payroll knowledge to improve customer experience by resolving payroll tax notices and researching tax laws. You will work with tax agencies and cross-functional teams to achieve the best outcomes while documenting findings in a clear, concise manner.

The role emphasizes research, analysis, and strong communication in a fast-paced environment. Proficiency with AI tools and a commitment to detail are essential.

Qualifications

• 2-4 years of payroll experience; notice resolution experience is a plus.
• AI fluency; able to use current AI tools in workflows.
• Excellent written and verbal communication to simplify complex topics.
• Strong analytical and problem-solving skills with guidance to resolve issues.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide exceptional service to customers via email and phone.
• Research and resolve payroll tax notices for customers with guidance from senior staff.
• Document cases clearly and concisely for auditability.
• Collaborate with Compliance, Engagement, and Tax Operations teams.
• Communicate with government agencies to represent Gusto under supervision.
• Actively use AI tools in workplace applications.
• Handle a daily queue of tax notices and update customers regularly.
• Participate in team meetings and support TaxRes Advocates.

Skills

Payroll experience

AI fluency

Communication skills

Analytical thinking

Multitasking

Team collaboration

Customer experience

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.

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

This is an amazing opportunity to use your payroll expertise to reshape our customer experience. You’ll showcase your passion for customer support by resolving tax notices while delivering a world-class customer experience. You'll act as a detective and problem-solver discovering payroll discrepancies, researching tax laws, and identifying the root cause of notices. You will be working closely with tax agencies as well as our cross-functional partner teams to reach the best outcomes for our customers and provide feedback on tools that streamline the resolution process and prevent similar issues in the future.

This role is very hands-on, with an emphasis on research and analysis, excellent communication skills, and first-principles problem-solving. A strong work ethic and desire to be part of the team is critical for success, as well as the ability to retain and apply large amounts of critical information. You must also possess and take pride in high attention to detail, organization, and task management, and be comfortable working in a fast-paced, deadline-driven business environment.

About The Team

The Tax Resolution team is within the Payroll, Tax & Compliance Services (PTCS) organization and is at the core of providing services that give our customers peace of mind. Tax Resolution exists to ensure impeccable delivery of key customer needs. There are thousands of critical operational tasks that are completed for our customers accurately and on time, every time, in a proactive and scalable manner. We collaborate, help each other, and work cross-functional in a positive environment.

Here’s What You’ll Do Day-to-day

• Provide exceptional service to our customers.
• Interact professionally with our customers via email and/or phone, simplifying the tax notice experience for our customers.
• Research and resolve payroll tax notices on behalf of our customers with guidance from more experienced team members.
• Provide clear and concise case documentation.
• Collaborate with our Compliance, Engagement, and Tax Operations teams.
• Communicate with government agencies to represent Gusto and advocate for our customers under supervision.
• Manage your time effectively to meet set goals.
• Actively use current AI tools in workplace applications
• Handle a queue of tax notices daily, including updating cases as needed, informing customers of any changes, and seeking assistance from peers on escalated issues.
• Participate in team meetings and provide support to fellow TaxRes Advocates.

Here’s What We're Looking For

• 2-4 years of payroll experience, notice resolution experience is a plus.
• Ability to work collaboratively with cross-functional teams.
• AI Fluency: Capable of using current AI tools and have a mindset to help create and shape new AI tool functionality.
• Capability to manage multiple priorities within a high-volume, fast-paced environment and adapt to shifting priorities daily.
• Commitment to personal high standards and a desire to contribute to team and company goals.
• Strong analytical and problem-solving skills with guidance to resolve issues from complex variables.
• Team player who enjoys collaborating and contributing to team success.
• Excellent communication skills, both written and verbal, with the ability to simplify complex topics.
• Highly organized and proactive in improving processes.
• Dedicated to providing an exceptional customer experience during key moments in our customers' journey.

Our cash compensation amount for this role is $23.50/hr to $27.42/hr in Denver & most major metro locations, and $24.36/hr to $28.42/hr for Los Angeles. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

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.