About the Role:
As part of Gusto’s Ask an Expert team, you’ll serve as an expert small business clients turn to when they need an HR answer. You’ll respond to questions clients submit through chat, using our AI tool to get accurate, practical answers quickly, and you’ll join calls when a client needs to talk something through live. In addition to providing expert advice, you’ll also work on defined projects for clients, starting with employee handbooks and compliance work. You’ll do well here if you get excited about compliance, enjoy moving quickly and balancing multiple stakeholders, and love to find new ways to leverage technology and AI to become more efficient and effective.
About the Team:
Gusto is growing how we support our clients with their HR needs. Ask an Expert gives clients fast access to experienced HR judgment and delivers defined project work, so our clients can feel confident in moving forward. Ask an Expert is a relatively new product, you’ll have the chance to both do hands on work and help define and build the process.
Here’s what you’ll do day-to-day:
- Answer HR questions clients submit via chat, using our AI tool to research, draft, and check responses, and own the accuracy of every answer you send.
- Join client calls when a question needs a live conversation, and help clients work through it with clear, practical guidance.
- Build and update employee handbooks for clients across multiple states, tailored to each client’s locations, headcount, and policy choices.
- Deliver compliance projects, such as policy reviews, multi-state requirement checks, and required notices and postings.
- Take on new project types as the team expands beyond handbooks and compliance, and help build the templates, playbooks, and processes that make them repeatable.
- Recognize when a question needs more than a quick answer, whether that means routing to another Gusto team or recommending the client consult legal counsel, and hand it off with the right context.
- Document your work in our systems of record, and flag patterns in the questions you see so we can improve our AI tool, client resources, and services.
- Test new tools and processes and share constructive feedback and suggestions.
- Step in to support our Gusto HR Partners team, who serve as fractional HR consultants for a set book of business, when additional capacity is needed.
- Provide excellent customer service in every chat, call, and project.
Here’s what we're looking for:
- 4-8 years of HR experience as an HR Generalist, People Operations Specialist, or HR consultant across various industries and company sizes.
- Excellent written and verbal communication skills. You can turn a complicated question into a clear, accurate answer, whether it’s in a chat thread or on a live call.
- Comfort using AI tools in your daily work, and the discernment to check AI-generated answers and catch what’s wrong or missing.
- Proficiency with HR software and tools such as Google Workspace, Slack, Notion, and Salesforce.
- Ability to handle a steady flow of incoming client questions alongside project deadlines, prioritizing what is urgent.
- Strong working knowledge of multi-state employment law and compliance, including hands-on experience writing or updating employee handbooks and policies.
- Sound judgment about when you have the answer and when a question needs to be escalated.
- Demonstrated agility and ability to thrive in ambiguous, fast-paced, and dynamic environments.
- Ability to maintain confidentiality and handle issues ethically and with integrity.
- A perpetual learner who strives for excellence and stays focused on our mission to help clients thrive.
Our cash compensation amount for this role is between $98,000 - $115,000/year in Denver and $98,000 - $110,000/year for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
