Why This Job is Featured on The SaaS Jobs
This Dedicated Service Advisor role stands out in SaaS because it sits at the intersection of product complexity and customer trust, supporting a core system of record for many businesses. In subscription software, especially for payroll and benefits, retention is closely tied to how reliably issues are handled and how clearly the product is explained. The remit here reflects that reality, combining high-touch support with subject matter depth and customer advocacy that can shape how the platform evolves.
For a SaaS career, the long-term value is the chance to build durable skills in lifecycle ownership, from reactive problem resolution to proactive education and churn risk reduction. The role also signals exposure to cross-functional operating rhythms common in mature SaaS environments, where Support, Product, and Account functions coordinate around friction points. Experience using tools like Salesforce and AI-assisted workflows maps well to modern SaaS support and customer operations paths.
This position is best suited to professionals who prefer structured accountability for a defined customer book and who enjoy translating technical or compliance-heavy topics into clear guidance. It will fit someone comfortable balancing inbound urgency with planned outreach, and who takes satisfaction in being a steady, expert point of contact rather than rotating through transactional tickets.
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
The Dedicated Service Advisor will serve as the primary point of contact for all customer support inquiries, enhancing user experience and acting as a subject matter expert for Gusto's core products. This role involves guiding customers through product features, providing proactive customer education, and serving as an advocate for customers to influence product decisions. The advisor will strategically address and resolve real problems, delivering exceptional customer experiences to uphold trust and loyalty within Gusto's key clientele.
Responsibilities:
- Build trust and partnership with customers via inbound and outbound communication channels.
- Serve as a dedicated advisor, offering expert support for payroll and benefits inquiries.
- Proactively engage with customers to understand their business needs and support preferences.
- Identify and address churn risks with strategic solutions to enhance customer retention.
- Collaborate cross-functionally to resolve points of friction and address customer concerns.
- Utilize critical thinking and problem-solving skills to deliver customer-centric solutions.
- Ensure strong product knowledge and competitive awareness to prevent customer churn.
- Leverage AI-assisted tools to improve research, communication, and compliance accuracy.
Qualifications:
- 6+ years of customer experience, including 1+ years in Payroll and 2+ years in account management.
- Proven ability to support customers proactively and reactively, enhancing loyalty and satisfaction.
- Strong communication skills, with experience in synthesizing complex subjects for various audiences.
- Proficiency with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper.
- Ability to manage and prioritize multiple high-priority resolutions effectively.
- Expertise in providing creative resolutions for customers with minimal support.
- Strong rapport-building skills to enhance trust and collaboration with stakeholders.
- Experience in identifying and mitigating churn, with confidence in retention-focused discussions.
- Deep understanding and pride in payroll knowledge to advocate for customer solutions.
- Demonstrated AI fluency in customer-facing roles with examples of efficiency and quality gains.
