Technical Tax Support Specialist

Gusto; Denver (CO); Hybrid; USD 32,387 - 37,787; Full time

Benefits offered by this job

Employee equity (RSUs)

Comprehensive healthcare benefits

Job summary

Gusto is looking for a Technical Tax Support Specialist in Denver, CO to help prevent customer pain by supporting payroll tax issues through phone and email. The ideal candidate has 1-2 years of experience handling payroll tax inquiries and is focused on delivering exceptional customer service.

This role involves collaborating with internal teams and tax agencies, while utilizing AI tools to improve workflow efficiency. Compensation ranges from $23.51 to $27.43 per hour based on experience and expertise.

Qualifications

• 1-2 years servicing tax agencies or customers on payroll tax inquiries.
• Customer-focused with high-quality support delivery.
• Deep understanding of payroll taxes and filing processes.

Responsibilities

• Respond to calls and emails from tax agencies regarding customer tax issues.
• Work with customers on specific tax issues requiring in-depth knowledge.
• Collaborate with CX teams to resolve tax-related inquiries.

Skills

Customer service

Payroll tax knowledge

Critical thinking

Effective communication

Job description

At Gusto, we help small businesses by handling payroll, health insurance, 401(k)s, and HR so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we support over 500,000 small businesses nationwide and build 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 depend on 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 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

As a Technical Tax Support Specialist on our Tax Operations team, you will help Gusto prevent customer pain and improve our influence with payroll tax agencies by supporting them via phone and email. You will strengthen cross‑functional relationships and provide support to multiple teams across CX, enabling them to work more efficiently and effectively.

About the Team

The Technical Tax Support team sits within Tax Operations and serves as a specialized bridge between Gusto, payroll tax agencies, and internal partners across CX. We help prevent customer pain by resolving complex tax filing and payment issues, improving responsiveness, and creating a more direct, trusted line of communication with agencies. Because the team tracks trends, surfaces feedback, and partners closely with groups like TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations, our work directly shapes better processes and better customer outcomes. As a growing workstream, TTS offers the opportunity to contribute to operational excellence while helping build scalable support experiences that strengthen compliance and peace of mind for customers.

Day‑to‑Day Responsibilities

• Receive, respond to, and resolve calls and emails from various tax agencies regarding customer tax filing & payment issues
• Work with Gusto customers via email and phone on specific tax issues that require deep tax operations and agency knowledge
• Work cross‑functionally with teams across CX, such as TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations
• Track questions and issues raised by tax agencies and customers to identify trends and opportunities for process improvements
• Leverage AI platforms to streamline communication, automate processes and enablement

Qualifications

• 1‑2 years of experience servicing tax agencies and/or customers relating to payroll‑related tax inquiries
• Customer‑obsessed and focused on delivering the highest quality of support
• Deep understanding of payroll taxes, tax returns, and filing processes
• Ability to identify trends and understand impact
• Ability to convey complex issues to customers, Gusto team members, and tax agencies with effective communication
• Attention to detail, critical‑thinking skills, and data‑driven mindset
• Comfort with ambiguity and improvement mentality
• An AI explorer committed to an AI‑native culture

Compensation and Location

Our cash compensation range for this role is $23.51/hr to $27.43/hr in Denver, CO. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.

Employees based in Denver, San Francisco, or New York City are 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. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required for hybrid employees.

Equal Opportunity Employer

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 the form and a member of our team will get in touch with you.