Gusto

Gusto

Payroll, benefits, HR platform for SMEs

Customer Experience Specialist

Full-TimeUpdated on 9/24/2026
$20.51 - $23.08/hr

+ Equity-based compensation

Junior, Mid
Denver, CO, USA
Hybrid

Three office days per week may be required for Denver-based employees.

About the job

Requirements
  • At least 2 years of experience in a call center, technology, retail, or hospitality environment.
  • At least 1 year of experience in a customer-facing benefits role with a broker, carrier, or benefits provider.
  • Comfort working with multiple technologies in a digital-first environment, including Salesforce, Slack, Confluence, and NICE Workstation.
  • Ability to navigate multiple digital systems and use customer data to inform decisions.
  • Ability to work collaboratively and maintain a professional brand and image.
  • Proactive problem-solving and critical-thinking skills in a customer-interaction-heavy role.
  • Ability to work autonomously and manage stress effectively in a dynamic environment.
  • Reliable attendance and commitment to showing up for customers.
  • Commitment to ethical, high-quality customer service and continuous improvement.
  • Exceptional written and verbal communication skills, including the ability to explain technical concepts to a wide range of audiences and listen effectively to customers.
  • Ability to work a full-time, 40-hour-per-week schedule during operating hours.
  • Flexibility to work additional weekend overtime and accept paid-time-off blackout periods during annual volume spikes from December through March.
Responsibilities
  • Own customer inquiries from start to finish and keep customers updated throughout the resolution process.
  • Work primarily on the live inbound phone channel and flex to email or chat channels based on business needs.
  • Meet quality and productivity standards for customer service and performance progression.
  • Collaborate with other advocates and teams across the company to influence product development.
  • Use a search-first approach and research questions through internal resources before requesting further support.
  • Develop critical-thinking skills and product knowledge to resolve increasingly complex customer inquiries.
  • Stay current on new products and features and communicate updates clearly to customers.
  • Guide customers to solutions and answer benefits-related questions by phone and email.
  • Own each customer experience from start to finish, ensuring exceptional service and accurate resolution.
  • Guide customers through product features and advocate internally to influence product decisions and the product roadmap.
Desired Qualifications
  • Two years of experience in the benefits space.

About the company

Gusto provides payroll, benefits, and HR services for small to mid-sized businesses through a cloud-based platform. It automates payroll processing, employee benefits enrollment (health insurance, retirement), and HR tasks in one place via a subscription model with tiered plans. By centralizing these functions, it helps businesses save time, stay compliant, and avoid maintaining a large in-house HR team. Its goal is to help SMEs run people operations more efficiently and support growth with easy-to-use, scalable software.

Company Size

5,001-10,000

Company Stage

Series E

Total Funding

$706.2M

Headquarters

San Francisco, California

Founded

2011

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Simplify Jobs

Simplify's Take

What believers are saying

  • Gusto crossed $1 billion trailing revenue and 500,000 customers in May 2026.
  • Cofounder launched June 2026, riding 60% AI adoption among 2025 founders.
  • State 401(k) mandates and solo-founder growth expand attach rates across the platform.

What critics are saying

  • Trustpilot and BBB complaints cite missed filings, broken enrollments, and slow support in 2026.
  • ADP, Rippling, and Paychex attack Gusto’s SMB core with deeper enterprise breadth.
  • If payroll errors or tax failures persist, SMB churn and regulator scrutiny can crush trust.

What makes Gusto unique

  • Gusto Cofounder embeds payroll, benefits, and compliance context before first prompt.
  • Gusto serves 500,000-plus SMBs with published pricing and integrated HR-payroll workflows.
  • Gusto’s New Business Formation reports create proprietary founder data competitors cannot replicate.

Help us improve and share your feedback! Did you find this helpful?

Benefits

It’s a marathon, not a sprint: Employees celebrating 5 or 10 years at Gusto enjoy a month-long sabbatical to travel and relax after all their hard work.

Meals and conversations: Free meals, snacks, and drinks to keep us fueled, but more importantly: they bring people together and foster community.

Wellness for every body: We’re proud to offer inclusive health care such as hormone treatments, gender-affirming surgery, therapy, family planning, and more.

The time you need: Our flexible PTO policy means every employee is encouraged to take the time they need now to keep doing great work, long term.

Family-friendly benefits: Fertility treatments, primary and secondary parental leave, sleep coaching, house cleaning for new parents, and more.

Be well, be you: Get free, comprehensive medical, dental, and vision benefits, plus a monthly fitness stipend and mental health resources too.

Growth & Insights and Company News

Headcount

6 month growth

↓ -5%

1 year growth

↓ -3%

2 year growth

↓ -3%
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