Why This Job is Featured on The SaaS Jobs
This Tax Resolution Advocate role sits at the operational core of a payroll SaaS product, where the customer experience is shaped as much by compliance execution as by software features. Handling tax notices, reconciling discrepancies, and coordinating with government agencies reflects a SaaS model in which customers rely on the platform to manage regulated, high-stakes workflows end to end.
For a SaaS career, the work builds durable skills in running service operations alongside a product. It develops fluency in translating complex rules into clear customer communication, maintaining rigorous case documentation, and feeding recurring issue patterns back into internal tooling and process improvements. The cross-functional touchpoints with Compliance, Engagement, and Tax Operations mirror how mature SaaS companies reduce support burden through better systems rather than only adding headcount.
This position fits professionals who enjoy investigative problem-solving, structured queue management, and detail-heavy work where accuracy directly affects customer outcomes. It also suits those interested in the intersection of SaaS and regulation, and who want hands-on exposure to how AI tools are incorporated into day-to-day operational workflows without losing accountability and precision.
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
About the Role:
This is an amazing opportunity to use your payroll expertise to reshape our customer experience. You’ll showcase your passion for customer support by resolving tax notices while delivering a world-class customer experience. You'll act as a detective and problem-solver discovering payroll discrepancies, researching tax laws, and identifying the root cause of notices. You will be working closely with tax agencies as well as our cross-functional partner teams to reach the best outcomes for our customers and provide feedback on tools that streamline the resolution process and prevent similar issues in the future.
This role is very hands-on, with an emphasis on research and analysis, excellent communication skills, and first-principles problem-solving. A strong work ethic and desire to be part of the team is critical for success, as well as the ability to retain and apply large amounts of critical information. You must also possess and take pride in high attention to detail, organization, and task management, and be comfortable working in a fast-paced, deadline-driven business environment.
About the Team:
The Tax Resolution team is within the Payroll, Tax & Compliance Services (PTCS) organization and is at the core of providing services that give our customers peace of mind. Tax Resolution exists to ensure impeccable delivery of key customer needs. There are thousands of critical operational tasks that are completed for our customers accurately and on time, every time, in a proactive and scalable manner. We collaborate, help each other, and work cross-functional in a positive environment.
Here’s what you’ll do day-to-day:
- Provide exceptional service to our customers.
- Interact professionally with our customers via email and/or phone, simplifying the tax notice experience for our customers.
- Research and resolve payroll tax notices on behalf of our customers with guidance from more experienced team members.
- Provide clear and concise case documentation.
- Collaborate with our Compliance, Engagement, and Tax Operations teams.
- Communicate with government agencies to represent Gusto and advocate for our customers under supervision.
- Manage your time effectively to meet set goals.
- Actively use current AI tools in workplace applications
- Handle a queue of tax notices daily, including updating cases as needed, informing customers of any changes, and seeking assistance from peers on escalated issues.
- Participate in team meetings and provide support to fellow TaxRes Advocates.
Here’s what we're looking for:
- 2-4 years of payroll experience, notice resolution experience is a plus.
- Ability to work collaboratively with cross-functional teams.
- AI Fluency: Capable of using current AI tools and have a mindset to help create and shape new AI tool functionality.
- Capability to manage multiple priorities within a high-volume, fast-paced environment and adapt to shifting priorities daily.
- Commitment to personal high standards and a desire to contribute to team and company goals.
- Strong analytical and problem-solving skills with guidance to resolve issues from complex variables.
- Team player who enjoys collaborating and contributing to team success.
- Excellent communication skills, both written and verbal, with the ability to simplify complex topics.
- Highly organized and proactive in improving processes.
- Dedicated to providing an exceptional customer experience during key moments in our customers' journey.
Our cash compensation amount for this role is $23.50/hr to $27.42/hr in Denver & most major metro locations, and $24.36/hr to $28.42/hr for Los Angeles. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
