Posted in Gusto | by: Tomer London

Why We Make Customer Service the Center of our Product

When I think about product, I don’t think of just software. For us, the product is the entire user experience–from the first time they hear about Gusto, to their onboarding process, and even after they’ve been a customer for years. That’s why our customer care team is an integral part of our product and why we’re actively hiring customer advocates for our San Francisco office.

Interested in the role? Let me tell you why working in customer care can be the best work of your life.

What is Product?

As a cofounder and Chief Product Officer, my guiding north star has always been what benefits the customer. That’s why two years ago when we had less than a hundred customers, the whole team fielded customer care calls and emails, including the three co-founders.

Now with more than 10,000 customers, our customer care team has grown much larger but our dedication to the customer remains the same. For Gusto, product is the whole experience. Think about your experience at your favorite restaurant. You don’t just appreciate the food; you also value the decor and the service. Great food but with terrible service is a one-star Yelp rating!

Why should a software company be any different? When a customer is looking to run payroll, she doesn’t differentiate between the software or the person she calls when she has a question. Neither do we.

Be the Customer’s Advocate

At Gusto, Customer Advocates are an indispensable part of the product experience.

As a customer advocate, you’ll be working directly with small business owners and accountants, helping them traverse all the challenges in running payroll in the United States.  Whether it’s on the phone, through email, or when writing customer care help articles, our customer advocates are energetic, kind, but most importantly, empathetic.

For every business owner, payroll can be challenging, frustrating, and sometimes scary. One out of three businesses in the US have been fined for payroll-related mistakes. It’s your responsibility to relieve them of this pain, by helping them pay their employees correctly and on time.

It’s our privilege to help so many businesses and we’d love for you to join us.

Do the Best Work of Your Life at Gusto

When we started Gusto, we put in place six values that continue to guide our growth and our hiring. That’s one of the reasons why we were voted one of the best places to work in San Francisco and have five stars on Glassdoor.

While we don’t emphasize our perks, we do offer great benefits. For example, every one of our team members receives a free round trip to anywhere in the world on their one-year anniversary. At Gusto, we also believe in having an ownership mentality. That’s why we have an open vacation policy (for you to take your free trip!).

We know you have a lot of great opportunities right now. But I urge you to check out the careers page at Gusto and especially our position for Customer Advocate. You’ll be hard pressed to find a better place to have a meaningful impact on the world and your career at the same time. Where else can you help more than 10,000 entrepreneurs realize their dreams of starting a business?

Join us today and do the best work of your life at Gusto. We’d love to talk to you.

About Tomer London

Tomer is the co-founder and Chief Product Officer of Gusto. He is responsible for the development and execution of the product vision — reimagining how modern payroll, benefits, and compliance should operate. Follow Tomer on LinkedIn and Twitter.