Service Advisor
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Job Description
Dedicated Service Advisor supporting Gusto’s high-value payroll and benefits customers. Managing accounts, mitigating churn, and delivering expert support with AI-assisted tools.
Responsibilities:
- Serve as the single point of contact for support inquiries and a subject matter expert for Gusto’s core products
- Guide customers through new product features and provide proactive customer education and support
- Partner cross-functionally and creatively solve customer problems
- Advocate for customers internally to influence product decisions and roadmap
- Support the customer/Gusto partnership and deliver exceptional customer experiences
- Use AI-assisted tools to accelerate research and communication while reviewing outputs for accuracy, tone, empathy, compliance, and privacy
- Own the customer journey and build trust with an assigned book of business through inbound and outbound phone, email, and Google Meet interactions
- Provide dedicated support for payroll and benefits inquiries
- Build an understanding of customers’ businesses, support models, and preferred communication styles
- Identify and mitigate churn risk
- Partner with customers and cross-functional teams to remove friction and address concerns
- Apply critical thinking and creative problem-solving across business areas
- Maintain strong product knowledge and understanding of the competitive landscape
Requirements:
- 6+ years of customer experience
- 1+ years of full-time experience in Payroll
- 2+ years of account management
- Proven ability to proactively and reactively support customers through expert guidance and creative problem-solving
- Ability to synthesize and communicate complex subjects clearly and effectively, verbally and in writing
- Experience with Salesforce, Zoom/Google Meets, Google Suite, Google Calendar, Gmail, and scheduling tools
- Ability to balance inbound calls, scheduled meetings, and email inquiries while prioritizing multiple high-priority resolutions
- Ability to provide expert and creative customer resolutions with minimal support
- Churn identification and mitigation experience
- Deep payroll knowledge
- Ability to meet goals, deadlines, and commitments
- Ability to think creatively, pivot quickly, and work strategically in ambiguous situations
- Demonstrated AI fluency in a customer-facing role, including structured prompting, critical review of AI outputs, and application of data-privacy and compliance guardrails
Benefits:
- Competitive base pay
- Health insurance
- 401(k)
- Equity (RSUs)
- Secure, reliable, and consistent internet connection required when approved to work away from a Gusto office
- Equal opportunity employer
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans
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