Staff Product Designer

Summary

Join our Unified Service Platform team as a Staff Product Designer and help redefine how we deliver exceptional customer support. You’ll craft seamless, intuitive experiences that empower customers to get the help they need, quickly and confidently. With AI at the forefront, you’ll explore innovative ways to enhance the end-to-end support journey. You'll collaborate closely with data science and customer experience teams to align on insights and strategy. This is a unique opportunity to shape a growing product area and make a meaningful difference for small businesses. The role involves designing intuitive, scalable customer support experiences, championing user-centered design, collaborating with cross-functional teams, using research and data insights to inform design decisions, and staying curious about advancements in AI and emerging technologies.

Requirements

• 5–7+ years of experience in full-stack product design, with a strong focus on customer-facing experiences, support journeys, or AI-powered products
• Proven experience designing for complex, interconnected customer systems and multi-channel support flows
• Strong communication and collaboration skills, especially within cross-functional teams
• Demonstrated ability to translate research and insights into thoughtful, accessible design solutions
• Familiarity with service design principles and user-centered methodologies
• Experience identifying and prioritizing high-impact opportunities that influence product roadmaps
• Ability to mentor and coach other designers

Responsibilities

• Design intuitive, scalable customer support experiences that foster confidence and satisfaction while reducing friction across channels
• Champion user-centered, empathetic design thinking to craft seamless support journeys, integrating AI to drive personalization and efficiency
• Collaborate closely with product, engineering, data, and operations to shape and deliver customer-facing tools and systems that make support simple and effective
• Use research, usability testing, and data insights to inform design decisions and iterate quickly through prototyping and experimentation
• Stay curious by keeping up with advancements in AI, emerging technologies, and best practices to help define the future of support and self-service

Preferred Qualifications

HR, Payroll, Healthcare, Fintech, or AI industry experience is a plus

Benefits

Competitive compensation packages with a strong emphasis on equity based compensation (ownership in Gusto)