Customer Operations Specialist - Tax Credits

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

We’re looking for a service-minded team member for our emerging tax credits product. Join our Tax Credits team and shape the future of tax credit software.  

Your talents will be instrumental in delivering an exceptional customer experience, developing products and processes that enable our customers and internal teams, and creating a strong foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America.

About the Team:

The Tax Credits team is on a mission to democratize tax credits and grants.  We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success.

The Tax Credits Operations team is a collaborative team who are passionate about tax credits. As a member of the Customer Operations team at this stage in our journey, you will be a customer advocate and educator, simplifying a small business’s experiences with tax credits. As a tax credits operator and expert, you’ll have the opportunity to work directly on components of each customer’s credit and use your experience to shape the direction of our product, process, and tools. 

Here’s what you’ll do day-to-day:

• Serve: 
• Proactively & reactively resolve complex customer inquiries related to tax credits. Break down complex concepts in a simple, concise way.
• Take ownership of customer outcomes, ensuring small businesses get great value out of the tax credits product.
• Educate: 
• Educate yourself and others on tax credits, including R&D tax credits, 401K, WOTC, and other relevant incentives
• Operate: 
• Roll up your sleeves and complete or quality control behind-the-scenes tasks (e.g. data review, calculations, uploads) that result in high quality credit forms and documents
• Develop:
• Create and inform solutions alongside the Tax Credits technical (EPDD) and service (CSM, CX) teams 
• Continuously improve and iterate on processes and approach
• Collaborate: 
• Work with team members to find creative customer solutions that are compliant and sustainable
• Partner across teams to inform and build tax credits product, process, and tools

Here’s what we're looking for:

• Service: A minimum of 3 years in a customer-facing role. Experience resolving ambiguous cases or escalations is a plus!
• Accounting / Tax or Tax Credits Skill: A minimum of 2 years experience with accounting, taxes or tax credits. Equivalent experience will be considered.
• Communication: You have strong experience communicating with customers, and are passionate about advocating on their behalf. You can break down complex concepts into concise and simple messages.
• Detail Orientation: You pay attention to details, take pride in your work, and know how the quality of your work product quality impacts small business finances.
• Critical Thinking: You seek the root cause of customer and process issues and are able to identify trends. You attempt to resolve trending issues with the appropriate level of urgency.
• Proactive Problem Solver: You are always looking for ways to improve processes, solve customer issues more efficiently, or prevent issues from popping up 
• Systems Knowledge: You have worked on a technical or complex product. You have used ticketing tools (e.g. Hubspot, Salesforce) previously and you are able to leverage them to solve complex customer issues.
• Change Agent: Suggest, drive, and embrace changes and iterations. Seek opportunities to challenge and improve the status quo.
• Reliable: Reference checks should reveal no attendance / tardiness patterns.

Our cash compensation amount for this role is $25.00/hr to $30.77/hr in Denver & most major metro locations, and $30.29/hr to $37.02/hr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be 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.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

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

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