Senior Tax Credits Specialist

Gusto•Los Angeles, WA

29d•$78,300 - $115,000•Hybrid

About The Position

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 400,000 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: Are you a tax credit expert with a passion for helping small businesses? Join our Tax Credits team and shape the future of tax credit software. Your talents will be instrumental in delivering an exceptional customer experience for small businesses uncovering lucrative tax credits. You’ll work directly with taxpayers, develop processes that enable our customers and teams, and use your knowledge of credits & customer interactions to inform technology developments. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America. About the Team: The Tax Credits team is on a mission to democratize tax credits and grants. We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial support they deserve to fuel growth, innovation and long-term success. The Tax Credits Operations team is a collaborative team who are passionate about tax credits. As a member of the Operations team at this stage in our journey, you will be a customer advocate and educator, simplifying a small business’s experiences with tax credits. As a tax credits operator and expert, you’ll have the opportunity to work directly on components of each customer’s credit and use your experience to shape the direction of our product, process, and tools.

Requirements

Service: A minimum of 2 years in a customer-facing role, ideally at a technology, tax, or financial services company
Tax or Tax Credits skills: A minimum of 2 years experience with tax, tax preparation, or tax credits. Audit experience is a bonus!
Communication: You have strong experience communicating with customers, and are passionate about advocating on their behalf. You can break down complex concepts into concise and simple messages.
Detail Orientation: You pay attention to details, take pride in your work, and understand how the quality of your work product quality impacts small business finances.
Critical Thinking: You seek to understand the root cause of customer and process issues and are able to identify trends. You attempt to resolve trending issues with the appropriate level of urgency.
Proactive Problem Solver: You are always looking for ways to improve processes, solve customer issues more efficiently, or prevent issues from popping up
Systems Knowledge: You have supported a technical or complex product or service. You may have used ticketing tools (e.g. HubSpot, Salesforce) previously and you are able to leverage them to solve complex customer issues.
Change Agent: Suggest, drive, and embrace changes and iterations. Seek opportunities to challenge and improve the status quo.
AI: AI-forward mindset, with experience exploring and incorporating AI into how you work.

Responsibilities

Serve: Proactively & reactively resolve complex customer inquiries related to tax credits (e.g. R&D)
Take ownership of customer outcomes, ensuring small businesses get great value out of the tax credits products that Gusto offers
Educate: Educate yourself and others on tax credits, including R&D tax credits, 401K, WOTC, and other relevant incentives
Operate: Roll up your sleeves and complete or quality control behind-the-scenes tasks (e.g. data review, calculations, uploads) that result in high quality credit forms and documents
Develop: Create and inform solutions alongside the Tax Credits technical (EPDD) and service (ES, CX) teams
Continuously improve and iterate on processes and approach
Collaborate: Work with team members to find creative customer solutions that are compliant and sustainable
Partner across teams to inform and build tax credits product, process, and tools

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