Tax Resolution Advocate

Gusto; Scottsdale (AZ); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Gender-affirming care

Family care and fertility benefits

Mental health resources

Medical, dental, and vision insurance

Free meals and refreshments at the off

Paid vacation, sick time, holidays

Job summary

Gusto in Scottsdale, AZ is seeking a Payroll Tax Resolution Advocate to deliver world-class customer service while resolving payroll tax notices.

You will research discrepancies, interact with government agencies, and collaborate with cross-functional teams to prevent future issues; strong communication and research skills are essential.

This role emphasizes hands-on analysis, attention to detail, and the ability to manage a high-volume queue in a fast-paced environment.

Qualifications

• 2–4 years of payroll experience
• Experience resolving payroll tax notices
• Strong analytical and problem-solving skills
• High attention to detail and organization

Responsibilities

• Provide exceptional service to customers via email and phone
• Research and resolve payroll tax notices with guidance from experienced team members
• Document cases clearly and concisely
• Collaborate with Compliance, Engagement, and Tax Operations teams
• Communicate with government agencies on behalf of Gusto
• Manage your time effectively to meet goals
• Actively use current AI tools in workplace applications
• Handle a queue of tax notices daily and escalate as needed
• Participate in team meetings and support TaxRes Advocates

Skills

Excellent communication

Analytical thinking

Problem-solving

AI literacy

Attention to detail

Organizational skills

Team collaboration

Job description

• 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
• 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

Benefits

• Gender-affirming care and support
• Family care and support, including family planning and fertility benefits
• A variety of mental health resources
• Medical, dental, and vision insurance for employees and dependents
• Free meals and refreshments at the office (conversation and community is an added bonus!)
• Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more

Commitment to personal high standards and a desire to contribute to team and company goals2-4 years of payroll experience, notice resolution experience is a plusDedicated to providing an exceptional customer experience during key moments in our customers’ journeyStrong analytical and problem-solving skills with guidance to resolve issues from complex variablesHighly organized and proactive in improving processesAbility to work collaboratively with cross-functional teamsExcellent communication skills, both written and verbal, with the ability to simplify complex topicsAI Fluency: Capable of using current AI tools and have a mindset to help create and shape new AI tool functionalityCapability to manage multiple priorities within a high-volume, fast-paced environment and adapt to shifting priorities dailyTeam player who enjoys collaborating and contributing to team success