Technical Tax Support Specialist
Core
Resolve complex payroll tax filing and payment issues for customers via phone and email, acting as a bridge between Gusto and payroll tax agencies.
Role type
Technical Tax Support Specialist
Builds
Scalable support experiences and operational excellence for Gusto's small business customers
Domain
Payroll tax operations and customer support
Deliverable
client delivery
Required skills
Payroll tax knowledge, tax return filing processes, agency communication, trend identification, process improvement, AI tool usage
Preferred skills
Critical thinking, data-driven mindset, comfort with ambiguity
Technologies
AI platforms
Responsibilities
Receive and resolve calls/emails from tax agencies regarding customer tax filing and payment issues; Work cross-functionally with CX teams to improve efficiency; Track questions/issues to identify trends for process improvements; Leverage AI platforms to streamline communication and automate processes
Seniority
Entry-level to Mid-level, hands-on IC
