Tax Resolution Advocate

At Gusto, we're on a mission to grow the small business economy.

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.

Responsibilities

• 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 Tax Resolution Advocates.

Requirements

• 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.

Compensation 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.