If you are a licensed advisor or in a customer facing role prepared to be overworked. Gusto has a strange set up where only certain people are allowed to talk to customers. Normally this wouldn't be a problem, but it becomes a problem when other people are making mistakes and you are suddenly the one that has to reach out to the customer to explain the mistake that someone else made. But of course the customers don't realize someone else did this, they think you do so they take it out on you.
My biggest frustration is the lack of ownership that so many employees have taken on. Employees love to play "hot potato" which means they see a problem but don't want to solve it so it is passed down the line until someone steps up. Limited employees will step up and those that do get easily burnt out.
Gusto loves change which isn't always a bad thing. But change is difficult when everything changes everyday. There is always a new product launch or a new partnership announced day of that everyone is now required to be an expert in when speaking with customers. You can feel this pain now more than ever during COVID and working remotely. We are overloaded with information and our growing customer base that employees in customer facing roles simply can't keep up with.
Other things that have started to bother me the longer I've been working for Gusto is the lack of career opportunities. It's very difficult to move up or switch to another team. Promotions are limited and unfortunately the list of people waiting for one continues to grow. The pay & compensation has become a hot topic this past year. All raises and bonuses were put on pause due to COVID meanwhile the work volume doubled. The work you do will not match your pay especially if you are customer facing.
