Mishandled staffing, overworked customer service team - Customer Engagement Specialist Gusto Employee Review

The coworkers are great, the office is really nice, they do a good job facilitating a good culture. Management is positive and motivating.

The communication between customer success and support could be a lot better. The support team would often struggle getting done what they needed to do, which made it hard to do my job.

The product is genuinely good, too bad the same can’t be said for how they treat the people who sell it.

Leadership talks a big game about people-first culture but the reality doesn’t match. The Chicago office expansion felt like a poorly thought-out experiment, new hires were brought on without a clear long-term commitment, and layoffs came without warning, leaving people blindsided. Crossing a billion dollars in revenue and still cutting employees sends a clear message about where workers rank on the priority list. Remote work flexibility is also a glaring weakness. For a company selling HR software to modern businesses, their internal stance on where employees can work is surprisingly rigid and hypocritical. The “flexibility” messaging is mostly optics. The broader concern is the AI roadmap. The automation push feels less like an innovation strategy and more like a slow wind-down of the workforce. Employees aren’t blind to it, it creates anxiety and erodes trust. The culture of transparency they promote externally is largely a facade internally.