HR Consultant, Ask An Expert

Gusto•Denver, AZ

1d•Hybrid

About The Position

As part of Gusto’s Ask an Expert team, the HR Consultant serves as an expert resource for small-business clients who need HR guidance. The consultant answers questions submitted through chat, using Gusto’s AI tool to research, draft, and verify practical responses, and joins live calls when clients need to talk through an issue. The role also delivers defined client projects, initially focused on employee handbooks and compliance work. Ask an Expert is a relatively new product, so the role combines hands-on client work with helping establish and improve its processes. The consultant may take on additional project types as the team grows, develop repeatable templates and playbooks, support Gusto HR Partners when capacity is needed, and identify patterns and opportunities to improve AI tools, client resources, and services. Gusto expects team members to engage with relevant AI tools and build their fluency as the technology evolves. The role is listed with cash compensation of $98,000–$115,000 per year in Denver and $98,000–$110,000 per year in Phoenix. Final offers may vary based on location, experience, and expertise. Gusto employees based in Denver, San Francisco, or New York City are expected to work from the office on designated days approximately two to three days per week, or more depending on the role. Employees approved to work from another location must have a secure, reliable, and consistent internet connection. Gusto expects regular and predictable attendance and presence.

Requirements

4–8 years of HR experience as an HR Generalist, People Operations Specialist, or HR consultant across various industries and company sizes.
Excellent written and verbal communication skills, including the ability to turn complex questions into clear, accurate answers in chat and live conversations.
Comfort using AI tools in daily work and sound judgment in checking AI-generated answers for errors or omissions.
Proficiency with HR software and tools such as Google Workspace, Slack, Notion, and Salesforce.
Ability to manage a steady flow of incoming client questions alongside project deadlines and prioritize urgent work.
Strong working knowledge of multi-state employment law and compliance, including hands-on experience writing or updating employee handbooks and policies.
Sound judgment about when to answer a question and when to escalate it.
Agility and ability to thrive in ambiguous, fast-paced, and dynamic environments.
Ability to maintain confidentiality and handle issues ethically and with integrity.
Commitment to learning, excellence, and Gusto’s mission to help clients thrive.

Responsibilities

Answer HR questions clients submit via chat, using the AI tool to research, draft, and check responses, and take responsibility for the accuracy of each answer.
Join client calls when a question requires a live conversation and provide clear, practical guidance.
Build and update employee handbooks for clients across multiple states, tailored to their locations, headcount, and policy choices.
Deliver compliance projects, including policy reviews, multi-state requirement checks, and required notices and postings.
Take on new project types as the team expands and help build repeatable templates, playbooks, and processes.
Recognize when questions require escalation, routing to another Gusto team or recommending that a client consult legal counsel, and provide appropriate context during handoff.
Document work in systems of record and flag question patterns to help improve AI tools, client resources, and services.
Test new tools and processes and provide constructive feedback and suggestions.
Support the Gusto HR Partners team when additional capacity is needed.
Provide excellent customer service in chats, calls, and projects.