Description
As part of Gusto's Ask an Expert team, you'll serve as an expert small business clients turn to when they need an HR answer.
You'll respond to questions clients submit through chat, using AI tools to get accurate, practical answers quickly, and join calls when a client needs to talk something through live.
In addition to providing expert advice, you'll work on defined projects for clients, starting with employee handbooks and compliance work.
Responsibilities:
- Answer HR questions clients submit via chat, using AI tools to research, draft, and check responses
- Join client calls when a question needs a live conversation
- Build and update employee handbooks for clients across multiple states
- Deliver compliance projects, such as policy reviews and multi-state requirement checks
- Take on new project types as the team expands
- Recognize when a question needs more than a quick answer and route to another Gusto team or recommend the client consult legal counsel
- Document your work in Gusto's systems of record
- Test new tools and processes and share constructive feedback
- Provide excellent customer service in every chat, call, and project
Requirements:
- 4-8 years of HR experience as an HR Generalist, People Operations Specialist, or HR consultant
- Excellent written and verbal communication skills
- Comfort using AI tools in daily work
- Proficiency with HR software and tools such as Google Workspace, Slack, Notion, and Salesforce
- Ability to handle a steady flow of incoming client questions alongside project deadlines
- Strong working knowledge of multi-state employment law and compliance
- Sound judgment about when to escalate questions
- Demonstrated agility and ability to thrive in ambiguous, fast-paced environments
- Ability to maintain confidentiality and handle issues ethically and with integrity