Broker Integration Advocate

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: For small business owners, choosing a platform to integrate their benefits is one of the most important decisions they make. As a Broker Integration Advocate, you'll own the customer journey from the moment a business signs up to integrate their benefits to the final implementation. Your goal: make sure every customer is ready to go when it leaves your hands, so benefits get to the finish line on time and accurately. That means guiding small business owners through one of the most important (and most complex) decisions they make for their teams, and making the experience feel a lot less overwhelming than it sounds. It is meaningful work that directly impacts the lives of small business owners and their employees. About the Team: The Broker Onboarding team believes that great technology and great service aren't mutually exclusive. We're building both. Every team member takes real ownership of their work and makes a tangible impact every day. You'll bring your project-management instincts to keep onboarding moving, coordinate with internal and external partners, and help us continue raising the bar for what benefits at Gusto can look like. As an AI-native company, we don't just use technology—it’s the backbone of how we work. We expect all team members to demonstrate digital fluency and a proactive approach to leveraging AI tooling to enhance accuracy, speed, and communication. At Gusto, every team member contributes to a significant daily impact on the lives of those we serve. If you take pride in getting the details right and helping customers get the coverage they deserve, this role is for you. Here’s what you’ll do day-to-day: Drive consultative outreach to keep customer onboarding on track : As the point of contact for our customers during this journey, you provide exceptional consultative customer service via phone, email and other channels. You educate our customers and anticipate their needs to ensure a smooth integration. That means anticipating where customers might get stuck, surfacing blockers early, and making sure nothing stalls because a customer didn't know what to do next. Be a real partner to your customers. You're not afraid to pick up the phone, and whether it's a call, an email, or a screen share, you're accessible, responsive, and clear. Customers should feel like they have someone in their corner. Project management: As the owner of the onboarding journey, you anticipate roadblocks and work with relevant partners, both internal and external, to ensure and a smooth and accurate integration of our customer’s benefits Eligibility & Compliance: You review customer data against carrier eligibility standards to proactively mitigate errors and ensure both quality and compliance. End to end process: You own the entire onboarding journey: confirming eligibility, gathering the required information, building policies, managing enrollments and ensuring accuracy while keeping our customers informed and engaged along the way. Here’s what we're looking for: Professional Experience: Minimum 3+ years of prof