Top Tech Jobs & Startup Jobs

Lead and grow a small team of product and conversation designers to define AI-native service design for Gusto's Unified Service Platform. Own design direction, deliver high-quality prototypes, drive cross-functional strategy with PM/Eng/Data, guide end-to-end service design (journey mapping, blueprinting, handoffs), and stay hands-on for highest-leverage work while hiring and raising team AI fluency.

Own and improve Gusto's AI-first service intelligence layer across voice, chat, and email. Define intent understanding, escalation/handoff, context ingestion, and knowledge retrieval. Build models, evals, and monitoring; iterate rapidly; dismantle legacy workflows; collaborate with GTM, Sales, and Service; and track metrics (solve rate, satisfaction, escalation accuracy, handle time, customer effort) to drive seamless customer resolutions and operational efficiency.

Lead the technical design and architecture of Gusto's Commerce Platform, mentoring engineers and ensuring service reliability while collaborating across teams.

As a Staff Software Engineer, you'll design, build, and test Gusto's core platform services, mentor engineers, and collaborate with various teams to solve complex engineering problems.

Own and scale IT General Controls across NetSuite, Workday, Salesforce, and related enterprise applications. Lead access governance, segregation-of-duties processes, change management, audit readiness, evidence collection, and remediation. Partner with Internal Audit, External Audit, Security, Finance, and application owners on SOX compliance. Develop AI-native continuous controls monitoring, automated testing, anomaly detection, and governance for internal AI systems while modernizing the broader controls environment.

Guide employers through end-to-end 401(k) automation onboarding, including eligibility checks, plan-detail collection, provider coordination, plan configuration and testing in Pay(k)onnect, and go-live verification. Maintain proactive customer communication, resolve issues, manage deadlines, improve processes, and provide resources that enhance the onboarding experience. The role requires account management, compliance awareness, data accuracy, KPI performance, adaptability, and effective collaboration with customers and 401(k) partners.

Own Tier 2 support and B2B customer relationships for retirement plan sponsors. Resolve complex inquiries, drive retention, educate customers, analyze client data, troubleshoot technical issues, and advocate for product and process improvements. Collaborate with Sales, Product, Engineering, and Operations while maintaining accurate records and delivering thoughtful, efficient customer experiences using support platforms and AI tools.

Provide phone and email support to B2B retirement plan sponsors and employers. Manage inbound queues, resolve and escalate complex issues, maintain service benchmarks, and collaborate with Product, Engineering, and Sales. Identify customer trends, communicate actionable feedback, handle sensitive information, and use support platforms and AI tools to improve customer outcomes and internal processes.

Partners with Product Management and Product Design leaders on performance management, promotions, leveling, employee relations, organizational changes, and talent programs. Uses People data to identify trends and guide decisions, operationalizes performance and calibration processes, integrates centers of excellence, and executes organizational transitions through communications, Workday updates, and follow-through. Builds scalable People processes, supports transformation, and applies sound judgment in ambiguous, high-growth environments.

Provides Tier 2 phone and email support for complex 401(k) and IRA participant inquiries. Manages escalated cases, prioritizes support queues, protects sensitive information, and collaborates with Sales, Engineering, Operations, and Legal. Identifies customer trends and recommends product and process improvements while maintaining quality, response-time, and resolution benchmarks.