Gusto reviews

It's a call center environment. Most people I talk to are lovely, but I often talk to angry people and sometimes mean people. The metrics are impossible. You have to get through a certain number of calls per hour, but if you rush a client off the phone, they might give you a bad survey score which hurts another metric. Every quarter, they make you submit a review about how you think you're doing. It always feels like you're trying to make the case for why they should keep you onboard. Help on unusual calls is limited to AI chat bots who may end up replacing you at some point. Managers can provide help, but they're stretched thin. Many teams are understaffed and this causes client issues to go unsolved for awhile (which isn't great for client survey scores on your performance). As with competitors like ADP, Thanksgiving, Christmas, and new years are the absolute busiest time, so you can't call out (unless sick), so for however long you work there, the holidays will never quite feel the same (more stress/can't enjoy the season as much). By far, Gusto's year end time is so much more manageable than year end was at ADP.

Micromanagement is sky-high here. It’s hard to tell who’s actually leading because there’s always someone “listening in” and stirring the pot. The constant changes this company rolls out make absolutely no sense, and the people creating them seem completely disconnected from the reality of the roles they’re impacting. The lack of awareness or ability to “read the room” is astounding. As long as shareholders are happy, leadership doesn’t seem to care about the employees doing the real work. Internal mobility and benefits are both minimal, yet the company somehow finds ways to overextend itself to support other businesses. It’s laughable at this point. This company has been around for over a decade but still hides behind the “startup” excuse to justify its poor structure and constant disorganization. Changes are often implemented on a Monday with the expectation that everyone will instantly adjust by Tuesday, no real training, no notice, no time to adapt. Then leadership is shocked when confusion follows. The communication breakdown is constant, and decisions that directly affect employees are made without our input, even though we’re the ones actually talking to customers every day. The workload is overwhelming, the pay doesn’t match the stress, and the constant quarterly reviews feel like busywork piled on top of everything else.