Customer Support Specialist

Who you are

• Gusto is seeking support experts who thrive in a fast-paced, solutions-based call center environment
• Experience: Minimum 2+ years of experience within the call center, technology, retail, or hospitality space and are seeking a new challenge. At least 1-year experience in a Customer-facing benefits role with a Broker, Carrier, or Benefits provider. Highly preferred, 2 years experience in the Benefit space
• Technical Ability—You must feel comfortable working with multiple and perhaps new technologies in a digital-first environment (tools such as Salesforce, Slack, Confluence, and NICE Workstation are often used). You will navigate multiple digital systems and use customer data to inform decisions
• Collaborative: A consummate teammate, ready to wear multiple hats, inspire those around you and work collectively while priding yourself in maintaining a professional brand and image
• Accountable: A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction. Takes pride in seeing customer interactions through from start to finish
• Manages Stress Effectively: You're an autonomous problem solver with a personality that thrives in a dynamic environment. You are not afraid to ask for help when the clock is ticking, but you always check your resources before sending out the call
• Reliable: Individuals should take pride in showing up to work not only for themselves but for their customers. You’re proud of your perfect attendance award from grade school!
• Ethical: You hold true to your values of providing top-tier customer service. You are self-motivated to continuously strive towards improvement to better the success of our team and our customers. Shortcuts should never be taken
• Great written and verbal communicator: You are a confident communicator and methodical thinker. You consistently demonstrate exceptional writing and verbal communication skills and are adept at explaining technical concepts to a wide range of audiences. You understand the importance of listening to the customer before delivering service

What the job involves

• The Customer Care team is the linchpin of our world-class customer experience. With their passion, insight, and customer advocacy, this team has helped us maintain a high NPS score while serving tens of thousands of businesses
• As a Benefits Care Advocate at Gusto, you will guide our customers to solutions, answering queries via phone and email each day
• You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution
• You will guide our customers through our product features and act as their advocate internally to influence our product decisions and roadmap
• You will own customers' inquiries from start to finish while keeping the customer updated at all times during the resolution process. While you can expect to primarily be on our live inbound phone channel for the entirety of your shift, a Benefit Customer Care Advocate should be prepared to flex onto our email and/or chat channels based on business needs
• You will be expected to work a full-time 40-hour/week schedule during our hours of operation
• You will meet the quality and productivity standards necessary to meet Gusto’s business standards for superior customer service and performance progression
• You will collaborate closely with other advocates and across the company to influence product development
• You will deliver exemplary customer service using a “search first” mentality, ensuring comprehensive research of a question is carried out through our various internal resources channels before asking for further support
• You will expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries
• You will stay up-to-date with new products/features and be able to consistently communicate these updates to customers in a way that ensures an exceptional customer experience
• You will be flexible to accommodate annual volume spikes from December through March when we require additional weekend overtime and blackout periods for paid time off to provide the best service possible to our customers during the most critical time of the year for small business owners

Benefits

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