Dedicated Service Advisor

About the Role:

As a Dedicated Service Advisor, you will act as the single point of contact for all support inquiries, enhancing their user experience and serving as a subject matter expert for Gusto’s core products. You will guide customers through our newest product features, provide proactive customer education and support, partner cross-functionally, move quickly to strategize and creatively solve problems, act as their advocate internally to influence our product decisions and roadmap, and holistically support the customer/Gusto partnership. You’ll address and solve real problems and deliver an exceptional customer experience to some of our most valued companies to build trust and loyalty to Gusto for the book of business.

About the Team:

The Dedicated Service team is a segment of our Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customers, serving as product experts, and providing trusted and efficient service.

Here’s what you’ll do day-to-day:

• Own the customer journey by building trust, rapport, and partnership with your book of business through inbound and outbound phone, email, and Zoom interactions.
• Act as a dedicated advisor, building trust in the support you provide to contain most customer interactions from your dedicated customers.
• Provide passionate, opinionated, consistent, expert, reliable support as a dedicated point of contact for payroll and benefits inquiries.
• Leverage AI‑assisted tools to accelerate research and communication while upholding accuracy, compliance, and Gusto’s voice.
• Proactively connect with customers to build a deep understanding of their business, your support model, and their preferred connection style.
• Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer.
• Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs.
• Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes.
• Think creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs.
• Display strong product knowledge, including a deep understanding of the competitive landscape to protect against customer churn.
• Use your expertise to plan and build solutions for your customers to drive product adoption, and satisfaction, including consulting on products and service solutions.
• Becomes a strategic player to promote customer satisfaction and client retention.

Here’s what we're looking for:

• 6+ years of customer experience with 1+ years of full-time experience in Payroll, and 2+ years of account management.
• Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving.
• Demonstrate AI fluency in a customer-facing role: routinely delegates repetitive work to AI (drafting emails, summarizing case histories, compiling call notes), crafts structured prompts with clear context and constraints, and critically reviews outputs for accuracy, bias, tone, and customer empathy—while consistently applying data‑privacy and compliance guardrails.
• Proven impact from AI use: examples of measurable efficiency and quality gains (faster resolutions, clearer communications, stronger proactive outreach), plus sound judgment on when not to use AI and how to escalate edge cases; comfortable giving feedback that improves AI‑assisted workflows and team knowledge quality.
• Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners.
• Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
• Excels in balancing inbound calls, scheduled meetings, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.
• Strength in providing effective, expert, and creative resolutions for customers with minimal support, demonstrating agility and critical thinking.
• Strong rapport-building skills to foster trust, collaboration, and loyalty with customers, peers, and internal teams.
• Ownership in churn identification and mitigation with confidence in navigating retention-focused discussions with customers.
• Deep payroll knowledge, pride, and awareness to act as an advocate for the solution you provide, understanding customer needs and promoting satisfaction.
• Exceeds expectations with goals, deadlines, and commitments set by both yourself and the organization.
• Eager to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer-centric solutions.

Our cash compensation amount for this role is $29.56/hr to $35.58/hr in Chicago, and $27.64/hr to $33.17/hr for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.