Why This Job is Featured on The SaaS Jobs
This Payroll Advocate pipeline role is notable in SaaS because payroll and benefits platforms sit at the intersection of product usability and regulatory complexity. Supporting customers in this domain requires translating policy and workflow nuance into clear, product-specific guidance, which is a recurring challenge across HR and finance SaaS. The fact that this is a forward-looking intake for 2026 also signals an organization planning CX capacity ahead of demand rather than treating support as purely reactive.
From a SaaS career standpoint, the work builds durable skills in end-to-end customer journey ownership, from initial issue triage through resolution and retention risk management. The emphasis on proactive education, influencing roadmap decisions, and using AI-assisted tools reflects how modern SaaS CX teams operate as an extension of product and growth, not just a ticket queue. Experience navigating ambiguity and coordinating across stakeholders is broadly transferable to roles in customer success, operations, or product-facing support.
This role best fits professionals who enjoy consultative problem solving, can balance real-time conversations with structured follow-ups, and take satisfaction in precision and accountability. It suits someone comfortable becoming a subject matter expert and working through edge cases, while maintaining consistent communication across phone, email, and video channels.
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.
