About Gusto
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.
AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.
About the Role:
As part of Gusto’s Ask an Expert team, you’ll serve as an expert small business clients turn to when they need an HR answer. You’ll respond to questions clients submit through chat, using our AI tool to get accurate, practical answers quickly, and you’ll join calls when a client needs to talk something through live. In addition to providing expert advice, you’ll also work on defined projects for clients, starting with employee handbooks and compliance work. You’ll do well here if you get excited about compliance, enjoy moving quickly and balancing multiple stakeholders, and love to find new ways to leverage technology and AI to become more efficient and effective.
About the Team:
Gusto is growing how we support our clients with their HR needs. Ask an Expert gives clients fast access to experienced HR judgment and delivers defined project work, so our clients can feel confident in moving forward. Ask an Expert is a relatively new product, you’ll have the chance to both do hands on work and help define and build the process.
Here’s what you’ll do day-to-day:
- Answer HR questions clients submit via chat, using our AI tool to research, draft, and check responses, and own the accuracy of every answer you send.
- Join client calls when a question needs a live conversation, and help clients work through it with clear, practical guidance.
- Build and update employee handbooks for clients across multiple states, tailored to each client’s locations, headcount, and policy choices.
- Deliver compliance projects, such as policy reviews, multi-state requirement checks, and required notices and postings.
- Take on new project types as the team expands beyond handbooks and compliance, and help build the templates, playbooks, and processes that make them repeatable.
- Recognize when a question needs more than a quick answer, whether that means routing to another Gusto team or recommending the client consult legal counsel, and hand it off with the right context.
- Document your work in our systems of record, and flag patterns in the questions you see so we can improve our AI tool, client resources, and services.
- Test new tools and processes and share constructive feedback and suggestions.
- Step in to support our Gusto HR Partners team, who serve as fractional HR consultants for a set book of business, when additional capacity is needed.
- Provide excellent customer service in every chat, call, and project.
Here’s what we're looking for:
- 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. You can turn a complicated question into a clear, accurate answer, whether it’s in a chat thread or on a live call.
- Comfort using AI tools in your daily work, and the discernment to check AI-generated answers and catch what’s wrong or missing.
- Proficiency with HR software and tools such as Google Workspace, Slack, Notion, and Salesforce.
- Ability to handle a steady flow of incoming client questions alongside project deadlines, prioritizing what is urgent.
- 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 you have the answer and when a question needs to be escalated.
- Demonstrated agility and ability to thrive in ambiguous, fast-paced, and dynamic environments.
- Ability to maintain confidentiality and handle issues ethically and with integrity.
- A perpetual learner who strives for excellence and stays focused on our mission to help clients thrive.
Our cash compensation amount for this role is between $98,000 - $115,000/year in Denver and $98,000 - $110,000/year for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
Reliable, consistent presence: We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
Gusto San Francisco, California, USA Office
Gusto's San Francisco office is located in a vibrant, up-and-coming area nestled between Potrero Hill and the bay. Formerly a shipbuilding hub dating back to the 1800s, this dockside area retains an industrial vibe. Gusties drive, bike, or take public transportation to our office.
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