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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer experience management, particularly in payroll and benefits, while effectively leveraging AI tools for communication and compliance. Proven ability to drive customer success and retention through proactive engagement and problem-solving.
Highest-signal resume keywords
Customer Experience ManagementPayroll ExpertiseAccount ManagementAI Fluency in Customer SupportChurn Mitigation Strategies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Payroll KnowledgeCustomer Success StrategiesData-Privacy ComplianceProactive Customer SupportCreative Problem Solving
Soft Skills
Effective CommunicationStrategic ThinkingAdaptabilityCustomer-Centric Mindset
Tools & Technologies
SalesforceGoogle SuiteZoomGoogle MeetGmail
Industry Keywords
Customer JourneyChurn Risk IdentificationCross-Functional CollaborationCustomer EducationCompetitive Landscape Understanding
About the role
Key responsibilities & impact- Act as the single point of contact and subject matter expert for Gusto’s core products
- Guide customers through new product features and provide proactive customer education and support
- Partner cross-functionally and advocate internally to influence product decisions and roadmap
- Support the customer/Gusto partnership and deliver exceptional customer experiences
- Leverage AI-assisted tools for research and communication while applying compliance and data-privacy guardrails
- Own the customer journey for an assigned book of business through inbound and outbound phone, email, and Google Meet interactions
- Serve as a dedicated advisor and provide expert support for payroll and benefits inquiries
- Proactively connect with customers to understand their businesses, support models, and preferred communication styles
- Identify churn risk and deliver solutions to mitigate churn
- Partner with customers and cross-functional teams to remove friction and address concerns
- Maintain strong product knowledge and understand the competitive landscape
Requirements
What you’ll need- 6+ years of customer experience
- 1+ years of full-time experience in Payroll
- 2+ years of account management
- Proven ability to proactively and reactively support customers and drive customer success, happiness, and loyalty
- Ability to synthesize and communicate complex subjects clearly and effectively, verbally and in writing
- Experience with Salesforce, Zoom/Google Meets, Google Suite, Google Calendar, Gmail, and scheduling tools
- Ability to balance inbound calls, scheduled meetings, and email inquiries while prioritizing multiple high-priority resolutions
- Strength in providing expert and creative customer resolutions with minimal support
- Experience identifying and mitigating churn and navigating retention-focused discussions
- Deep payroll knowledge
- Demonstrated AI fluency in a customer-facing role, including structured prompting, critical review of AI outputs, and use of data-privacy and compliance guardrails
- Ability to think creatively, pivot quickly, work strategically in ambiguous situations, and deliver customer-centric solutions
Benefits
Comp & perks- Competitive base pay
- Health insurance
- 401(k)
- Equity (RSUs)
- Secure, reliable, and consistent internet connection requirement when approved to work away from a Gusto office
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans