Job Description
About Gusto
At Gusto we're on a mission to grow the small business economy. We handle the hard stuff—like payroll health insurance 401(k)s and HR—so owners can focus on their craft and customers. With teams in Denver San Francisco and New York we’re proud to support more than 400000 small businesses across the country and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.
About the Role:
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-driven business environment.
About the Team:
The Tax Resolution team is within the Payroll Operations 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.
Here’s what you’ll do day-to-day:
- 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.
Here’s what we're looking for:
- 2-4 years of payroll experience notice resolution experience is a plus.
- Ability to work collaboratively with cross-functional teams.
- Be AI fluent: Capability to use current AI tools and have a mindset to help create and shape new AI tool functionality.
- 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.
Our cash compensation amount for this role is $23.50/hr to $28.42/hr in Denver & most major metro locations and $28.63/hr to $33.40/hr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location experience and expertise and may vary from the amounts listed above.
Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gusto's subsidiary whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because it's the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race color religion national origin age sex (including pregnancy childbirth or related medical conditions) marital status ancestry physical or mental disability genetic information veteran status gender identity or expression sexual orientation or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
Top Skills
What the Team is Saying
What We Do
Gusto is a modern online small business platform that helps small businesses take care of their teams. On top of full-service payroll Gusto offers health insurance 401(k)s expert HR and team management tools. Today Gusto offices in Denver San Francisco and New York serve more than 400000 businesses. Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because it's the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.
Why Work With Us
We help small businesses—the backbone of the economy—thrive. Everything we do ladders up to empowering entrepreneurs and supporting their teams. Gusto empowers builders at every level to take initiative and make things better. You'll be solving meaningful challenges that shape the future of work.
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Date Posted
04/08/2026
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