Why This Job is Featured on The SaaS Jobs
This listing stands out in the SaaS landscape because it represents a forward-looking talent pipeline for customer experience work tied to a core platform workflow: helping small businesses navigate benefits within an HR and payroll product. The scope is not generalized support, but coverage of renewals and decision points that recur annually, which is typical of subscription software where retention and product trust compound over time.
For a SaaS career, the role offers durable exposure to how service, product knowledge, and risk management intersect. Acting as a single point of contact across phone, email, and Zoom builds skill in managing multi-channel customer journeys, while partnering internally reflects how SaaS operators coordinate across CX, product, and operations to resolve issues at scale. The mention of AI-assisted tools also signals experience with modern support workflows where speed and accuracy are both measured.
This is best suited to professionals who prefer consultative problem solving over transactional ticket handling, and who are comfortable operating with a mix of scheduled conversations and reactive inquiries. It will appeal to candidates who want to deepen domain expertise in benefits while staying anchored in a software-led customer model and are open to being matched to future start dates.
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 health insurance benefits customer experience opportunities in 2026. These roles are ideal for customer-facing benefits professionals who thrive in a fast-paced, consultative environment and are passionate about helping small businesses succeed.
As a seasoned Health Insurance Benefits Advocate, you will act as the single point of contact for all benefits support and renewal inquiries, enhancing user experience and serving as a subject matter expert for Gusto’s core products. You’ll help employers get group benefits for the very first time, and then help those employers continue to make important benefits decisions on an annual basis. Together, we’re not just simplifying benefits — we’re helping small businesses offer competitive, people-first benefits that support happier, healthier teams.
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 health insurance benefits inquiries.
- Partner with internal teams to address and resolve customer inquiries and concerns throughout the benefits renewal process.
- 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 health insurance benefits and 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.
- 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 health insurance benefits.
- Account Management experience preferred.
- Life & Health Insurance Producers Licensure 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.
