Future Opportunities: Dedicated Service Advisor

Gusto • Phoenix, AZ • 1m ago

Why This Job is Featured on The SaaS Jobs

This Dedicated Service Advisor role stands out in the SaaS ecosystem because it sits at the intersection of product complexity and customer outcomes. Supporting payroll and benefits products typically means working with high-stakes workflows where accuracy, compliance, and clear guidance directly shape customer trust. The remit also signals a SaaS model that values long-term retention, since the advisor is positioned as a consistent point of contact rather than purely transactional support.

From a SaaS career perspective, the role builds durable skills in navigating recurring revenue realities: diagnosing churn risk, educating users to deepen adoption, and translating real customer friction into actionable feedback for product and operations partners. The emphasis on tooling such as Salesforce and AI-assisted workflows reflects how modern SaaS support functions are measured and improved through systems, documentation quality, and repeatable processes.

This position is best suited to professionals who enjoy owning customer relationships end to end and who prefer problem solving that blends technical product knowledge with consultative communication. It will fit someone comfortable prioritising multiple urgent threads, collaborating across functions to unblock issues, and developing subject matter expertise that can later translate into Customer Success, Support Operations, or product-adjacent paths within SaaS.

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.

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