Why This Job is Featured on The SaaS Jobs
This listing stands out in the SaaS ecosystem because it reflects how modern SaaS companies operationalise customer experience around complex, regulated workflows like payroll and benefits. The “Advocate” model signals a support function that blends product guidance, troubleshooting, and relationship management—work that often sits close to both retention outcomes and product feedback loops in subscription businesses. The fact that it is a future-start pipeline for 2026 also indicates structured workforce planning typical of mature SaaS operators.
From a SaaS career perspective, the role builds durable expertise in lifecycle support: onboarding questions, feature adoption, and issue resolution across phone, email, and video. Exposure to AI-assisted support tools, CRM workflows, and churn-risk mitigation maps directly to how SaaS teams scale service quality while keeping accuracy high. The emphasis on influencing roadmap decisions also mirrors a common pathway from CX into roles like enablement, operations, or product-facing support leadership.
This role is best suited to professionals who enjoy being accountable for end-to-end customer outcomes and can switch between consultative conversations and precise, detail-oriented problem solving. It fits someone who values structured tools and cross-functional collaboration, and who wants a SaaS environment where domain knowledge (payroll) is treated as a strategic advantage rather than just a ticket category.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Submit your interest to join our CX team!
Gusto is seeking customer experience professionals who thrive in a fast-paced, consultative environment and are interested in being considered for future start dates in 2026. If you’d like to be considered for future opportunities with our team, please complete the form below and upload your resume.
While start dates are still being determined for 2026, we’d love to connect! Does this sound like you? Apply below!
About the Role:
Gusto is seeking motivated, customer-centric professionals interested in being considered for future payroll customer experience opportunities in 2026. These roles are ideal for customer-facing payroll professionals who thrive in a fast-paced, consultative environment and are passionate about helping small businesses succeed.
As a Payroll Advocate, you will act as the single point of contact for all support inquiries, enhancing 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, move quickly to strategize and creatively solve problems, act as an advocate 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 build trust and loyalty to Gusto.
Here’s what you’ll do day-to-day:
- Own the customer journey by building trust, rapport, and partnership with customers through inbound and outbound phone, email, and Zoom interactions.
- Provide passionate, opinionated, consistent, expert, reliable support as a 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.
- 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.
Here’s what we're looking for:
- 3-6 years of customer experience with 1+ years of full-time experience in Payroll.
- Account Management experience preferred.
- Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving.
- 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.
This posting represents a general talent pipeline that spans multiple levels within our CX team. Final compensation will be determined based on the specific role, level, and experience alignment. The estimated compensation range for these roles is $21.00–$35.00 per hour.
