Partnerships Support Specialist - Embedded Payroll

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 400,000 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

You will be responsible for hands-on work with our Gusto Embedded Payroll partners as they support their payroll customers. This includes serving our Partner support team’s tier 2 customer requests, liaising with Partner support members, assisting with payroll training, and other special projects for CX (Customer Experience) performance or team operational improvements. You’ll be directly empowered by our CX Operations Lead. 

Here’s what you’ll do day-to-day:

• Serve: Field Tier 2 complex payroll questions alongside Support Ops lead via email and phone from Partner support teams for resolution, both basic payroll concepts and the CX systems in use to serve their end-users
• Operate: Assist with driving Partner CX performance through providing Partner feedback on best practices along the way
• Develop: Assist with building partner toolkits and playbooks to ensure their continued success with embedded payroll through launch of their embedded payroll product and beyond.
• Iterate: Continuously look for opportunities for improvements to our CX support structure & design, offering feedback to CX Ops Lead
• Collaborate: Work alongside our Partner Growth, Technical Solutions and EPD teams to identify product issues / patterns and offer expert customer-first solutions for enhancements of our Partners’ embedded payroll product.

Here’s what we’re looking for:

• 2-5 years of experience working in a call center environment supporting a regulated industry (Payroll, Banking, Fintech, and/or Insurance)
• Strong understanding of regulated industry products which can include banking products, payroll products, or insurance products. (Preference for previous payroll experience) 
• Previous experience working within CRM systems such as Salesforce
• Comfortable navigating complex customer needs, serving as an active stakeholder in identifying the root cause of an issue and seeking out a path to resolution; previous experience working directly with Gusto Accounting partners is a plus but not required 
• Strong communication skills both verbally and written 
• Strong sense of ownership and comfort with ambiguity—we are building something new which is an opportunity to contribute but also may mean we don’t have all the answers yet!
• Eager to learn from our early adopters, excited by the combination of going deep with our individual partners, while looking for opportunities to build for scale
• Always looking for ways to go the extra mile for customers, never satisfied with the status quo
• Previous experience supporting SMB or enterprise-level customers within SaaS 
• Recreational interest in integrations/APIs or technical engineering, at minimum an eagerness to learn API basics and how partners integrate with Gusto

Our cash compensation range for this role is targeted at $52,000 - $62,000 per year in Denver and $56,000 - $78,000 per year in New York City & San Francisco. Final offer amounts are determined by multiple factors, including candidate 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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