Tax Resolution Advocate

Gusto•Los Angeles, AZ

About The Position

Gusto is hiring a Tax Resolution Advocate to resolve payroll tax notices and provide customers with a high-quality support experience. The role involves researching payroll discrepancies and tax laws, identifying the causes of notices, and working with tax agencies and internal partner teams to achieve appropriate outcomes for customers. The advocate also provides feedback on tools and processes that can make resolution more efficient and help prevent recurring issues. The position is part of the Tax Resolution team within Payroll, Tax & Compliance Services (PTCS). The team completes critical operational tasks accurately and on time, collaborates across functions, and supports customers by delivering reliable tax resolution services. The work is hands-on and requires research, analysis, clear communication, attention to detail, organization, task management, and the ability to retain and apply important information in a fast-paced, deadline-driven environment. Team members are expected to actively use current AI tools and build fluency as those tools evolve. Gusto has offices in Denver, San Francisco, and New York City. Employees based in those locations are expected to work in the office on designated days approximately two to three days per week or more depending on the role. Symmetry roles follow the same expectation at its Scottsdale office. When approved to work elsewhere, employees must have a secure, reliable, consistent internet connection. Gusto expects regular and predictable attendance in office, hybrid, or remote settings.

Requirements

2–4 years of payroll experience.
Ability to collaborate with cross-functional teams.
Capability to manage multiple priorities in a high-volume, fast-paced environment and adapt to shifting priorities.
Commitment to high personal standards and contributing to team and company goals.
Strong analytical and problem-solving skills, including resolving issues involving complex variables with guidance.
Excellent written and verbal communication skills, including the ability to simplify complex topics.
Strong organization and proactive process-improvement skills.
Commitment to providing an exceptional customer experience.
Ability and willingness to actively use current AI tools.

Nice To Haves

Payroll tax notice resolution experience.
AI fluency and a mindset to help create and shape new AI tool functionality.

Responsibilities

Provide exceptional customer service and communicate professionally with customers by email and/or phone, simplifying the tax notice experience.
Research and resolve payroll tax notices on behalf of customers, with guidance from more experienced team members.
Document cases clearly and concisely.
Collaborate with Compliance, Engagement, and Tax Operations teams.
Communicate with government agencies to represent Gusto and advocate for customers under supervision.
Manage time effectively to meet established goals.
Actively use current AI tools in workplace applications.
Manage a daily queue of tax notices, update cases as needed, inform customers of changes, and seek peer assistance for escalated issues.
Participate in team meetings and support fellow Tax Resolution Advocates.
Provide feedback on tools and processes that can streamline resolutions and help prevent similar issues in the future.