Tax Resolution Advocate

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

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 and AI driven business environment.

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.

• 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.

• 3-5 years of payroll experience, notice resolution