About the Role:
As a Technical Tax Support Specialist, you will have the unique opportunity to join a specialized role on our Tax Operations team. Your role will help Gusto prevent customer pain and improve our influence with payroll tax agencies by supporting them via phone and email. You will help strengthen cross functional relationships and provide support to multiple teams across CX, enabling them to work more efficiently and effectively.
About the Team:
The Technical Tax Support team sits within Tax Operations and serves as a specialized bridge between Gusto, payroll tax agencies, and internal partners across CX. We help prevent customer pain by resolving complex tax filing and payment issues, improving responsiveness, and creating a more direct, trusted line of communication with agencies. Because the team tracks trends, surfaces feedback, and partners closely with groups like TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations, our work directly shapes better processes and better customer outcomes. As a growing workstream, TTS offers the opportunity to contribute to operational excellence while helping build scalable support experiences that strengthen compliance and peace of mind for customers.
Here’s what you’ll do day-to-day:
- Receive, respond to, and resolve calls and emails from various tax agencies regarding customer tax filing & payment issues
- Work with Gusto customers via email and phone on specific tax issues that require deep tax operations and agency knowledge
- Work cross functionally with teams across CX, such as TaxRes, Customer Care, Tax Filing Compliance, and Compliance Operations
- Track questions and issues raised by tax agencies and customers to identify trends and opportunities for process improvements
- Leverage AI platforms to streamline communication, automate processes and enablement
Here’s what we're looking for:
- 1-2 years of Experience with servicing tax agencies and/or customers relating to Payroll related tax inquiries.
- Customer obsessed focused and delivering the highest quality of support
- Deep understanding of payroll taxes, tax returns, and filing processes
- Ability to identify trends and understand impact
- Ability to convey complex issues to customers, Gusto team members, and tax agencies with effective communication
- Attention to detail, critical thinking skills, and data-driven mindset
- Comfort with ambiguity and improvement mentality
- An AI explorer that is committed to an AI native culture
Our cash compensation range for this role is $23.51/hr to $27.43/hr in Denver, CO. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.
