Customer Care Advocate

About Us

Braintrust is a user-owned talent network that connects top-tier professionals with the world's leading enterprises. We prioritize transparency, eliminating middlemen and high markups, ensuring job-seekers are matched swiftly to innovative roles while clients benefit from unparalleled efficiency and quality.

About The Hiring Process

The hiring process for this role involves completing your Braintrust profile, applying directly to the role on Braintrust, and undergoing a one-time screening to ensure you meet our vetted talent specifications. After this, the hiring team will contact you directly if they believe you are a suitable match.

Our process isn't for everyone, that's intentional. If you believe that you are a top candidate for this job, please join our network to give yourself the opportunity to work with top companies.

JOB TYPE: Direct Hire/ FTE Position (no agencies/C2C - see notes below)

LOCATION: Work from anywhere - MST/MDT | full day overlap

HOURLY RANGE Our client is looking to pay $16.00 – $29.00/hr

ESTIMATED DURATION: 40/week - long term

BRAINTRUST JOB ID: 11718

The Opportunity

Here’s What We're Looking For

• 6 months - 2 years of work experience in a customer-facing role
• Preferred: 1 - 2 years experience in a contact center environment and/or customer-facing environment
• A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a professional brand and image.
• Self-starter: A proactive problem solver with incredible critical thinking skills, comfortable with a role heavy in customer interaction for a minimum of 24 months.
• Handles stress well: Conflict resolution skills and a personality that thrives in a dynamic environment.
• Reliable: Reference checks should reveal no attendance/tardiness patterns.
• Ethical: The demands of this position are not an excuse to abandon our values but rather an opportunity to reveal them to our customers.
• Great written and verbal communicator: Loves writing and talking about technical concepts to a wide range of audiences and understands the importance of listening to the customer before delivering service.
  
  

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.

What You'll Be Working On

Gusto is seeking support experts who thrive in a fast-paced, solutions-based call center environment. You will own each customer experience from start to finish, ensuring exceptional service and accurate resolution. You will guide our customers through our product features and act as their advocate internally to influence our product decisions and roadmap.

We are currently hiring Customer Care Advocates on our Customer Care team!

Here’s What You’ll Do Day-to-day

• You will provide exceptional customer service by interacting with small business owners to resolve inquiries via email, chat, and live phone shifts, the latter lasting up to 8 hours during periods of high inbound call volume.
• You will stay up-to-date with new products/features and be able to consistently communicate these updates to customers in a way that ensures an exceptional customer experience.
• You will be able to perform your duties in a fast-paced environment, being able to adapt to change quickly in order to quickly resolve customer issues.
• You will be required to expand your critical thinking skills and knowledge in order to answer progressively more challenging/complex customer inquiries.
• You will work in close collaboration with other advocates as well as collaborate across the company in order to influence product development.
• You will be flexible in order to accommodate annual volume spikes ranging from December through March, where we require additional weekend overtime and blackout periods for paid time off in order to provide the best service possible to our customers.
• You will be able to deliver exemplary customer service using a “search first” mentality.
  
  

Apply Now!

Notes

Our employers all have varying legal and geographic requirements for their roles, they trust Braintrust to find them the talent that meet their unique specifications. For that reason, this role is not available to C2C candidates working with an agency. If you are a professional contractor who has created an LLC/corp around their consulting practice, this is well aligned with Braintrust and we’d welcome your application.

Braintrust values the multitude of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.