HR Consultant, Ask An Expert

Gusto, Inc.•Scottsdale, AZ

2d•$98,000 - $115,000•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 seeking HR guidance. The role responds to client questions submitted through chat, using AI tools to research and draft answers while checking accuracy, and joins calls when clients need live support. The consultant also delivers defined client projects, initially focused on employee handbooks and compliance work. The Ask an Expert team provides clients with access to experienced HR judgment and project support. As the product is relatively new, the consultant will perform hands-on client work and help define and build repeatable processes, templates, and playbooks. The role may also support Gusto’s HR Partners team when additional capacity is needed. The position requires strong multi-state employment law and compliance knowledge, excellent client communication, sound escalation judgment, comfort using AI and HR software, and the ability to manage incoming questions alongside project deadlines. Gusto expects employees to engage with relevant AI tools and continue developing their AI fluency. The position may be based in Denver or Phoenix according to the compensation details; office-based employees in designated office locations are expected to work onsite approximately two to three days per week or more depending on role. Remote work from a non-office location requires secure, reliable, consistent internet and regular, predictable attendance.

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 explain complex questions clearly and accurately in chat and live conversations.
Comfort using AI tools in daily work and the discernment to review AI-generated answers and identify 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 a question can be answered directly and when it should be escalated.
Ability to thrive in ambiguous, fast-paced, and dynamic environments.
Ability to maintain confidentiality and handle issues ethically and with integrity.
Commitment to continuous learning, excellence, and Gusto’s mission to help clients thrive.

Responsibilities

Answer client HR questions submitted via chat, using AI tools to research, draft, and check responses, and ensure the accuracy of each answer.
Join client calls when a question requires live discussion and provide clear, practical guidance.
Build and update employee handbooks for clients across multiple states, tailored to 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 develop repeatable templates, playbooks, and processes.
Recognize when questions require escalation to another Gusto team or a recommendation to consult legal counsel, and provide appropriate context when handing them off.
Document work in systems of record and flag patterns in client questions to 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 across chats, calls, and projects.