Why This Job is Featured on The SaaS Jobs
This listing stands out in the SaaS ecosystem because it reflects how mature SaaS platforms build durable customer operations around complex, regulated workflows like health benefits. Rather than a generic support queue, the work centers on guiding employers through first-time enrollment and annual renewals, where product experience, policy constraints, and decision support intersect.
For a SaaS career path, the role offers exposure to the mechanics of retention in subscription businesses, including identifying churn risk, coordinating across internal teams, and maintaining a consistent service voice across channels. Familiarity with tools common in SaaS customer organizations, including Salesforce and AI-assisted support workflows, also translates well across customer experience and account-facing functions in other SaaS categories.
This role is best suited to professionals who prefer consultative customer conversations and enjoy bringing structure to ambiguous cases. It will fit someone who wants to deepen domain expertise while operating as an accountable point of contact, and who is comfortable balancing scheduled interactions with reactive issue resolution in a product-led environment.
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.
