Tax Resolution Advocate

Summary

Join Gusto's Tax Resolution team and leverage your payroll expertise to enhance our customer experience. Resolve tax notices, investigate payroll discrepancies, and research tax laws to provide exceptional customer service. Collaborate with tax agencies and internal teams to find optimal solutions and improve processes. This hands-on role demands strong analytical, problem-solving, and communication skills. Success requires a strong work ethic, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. You will work closely with customers via email and phone, providing clear and concise case documentation.

Requirements

• 2-4 years of payroll experience, notice resolution experience is a plus
• Ability to work collaboratively with cross-functional teams
• 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

Responsibilities

• 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
• 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

Benefits

• Health insurance
• 401(k)s
• Remote work, flexible hours