Tax Resolution Advocate

Gusto, Inc.•Los Angeles, CA

5d•$22 - $25

About The Position

The Tax Resolution Advocate uses payroll expertise to resolve customer tax notices and deliver a high-quality customer experience. The role involves investigating payroll discrepancies, researching tax laws, identifying the root causes of notices, and working with tax agencies and cross-functional teams to achieve the best outcomes for customers. Advocates also provide feedback on tools and processes that can streamline resolution and prevent future issues. This is a hands-on role focused on research, analysis, communication, and first-principles problem-solving. Success requires attention to detail, organization, task management, the ability to retain and apply critical information, and comfort working in a fast-paced, deadline-driven environment. The position is part of Gusto’s Tax Resolution team within Payroll, Tax & Compliance Services, which works collaboratively to complete customer operations accurately, promptly, proactively, and at scale.

Requirements

2–4 years of payroll experience.
Ability to collaborate with cross-functional teams.
Ability to use current AI tools and a mindset to help create and shape new AI tool functionality.
Ability to manage multiple priorities in a high-volume, fast-paced environment and adapt to changing daily 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.
Team-oriented approach and willingness to collaborate and contribute to team success.
Excellent written and verbal communication skills, including the ability to simplify complex topics.
Strong organization and a proactive approach to process improvement.
Commitment to providing an exceptional customer experience.

Nice To Haves

Tax notice resolution experience.

Responsibilities

Provide exceptional customer service.
Communicate professionally with customers by email and/or phone, making the tax notice experience easier to understand.
Research and resolve payroll tax notices for 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 on Gusto’s behalf and advocate for customers under supervision.
Manage time effectively to meet goals.
Actively use current AI tools in workplace applications.
Manage a daily queue of tax notices, update cases, inform customers of changes, and seek peer assistance with escalated issues.
Participate in team meetings and support fellow Tax Resolution Advocates.