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"Design is thinking made visual."
— Saul Bass
Product Designer, Unified Service Platform
Gusto, Inc. • Toronto, Canada 🇨🇦
Design intuitive, scalable customer support experiences that foster confidence and satisfaction while reducing friction across channels. Collaborate closely with product, engineering, data, and operations to shape and deliver customer-facing tools and systems that make support simple and effective.
Responsibilities
- Design intuitive, scalable customer support experiences that foster confidence and satisfaction while reducing friction across channels
- Champion user-centered, empathetic design thinking to craft seamless support journeys, integrating AI to drive personalization and efficiency
- Collaborate closely with product, engineering, data, and operations to shape and deliver customer-facing tools and systems that make support simple and effective
- Use research, usability testing, and data insights to inform design decisions and iterate quickly through prototyping and experimentation
- Stay curious by keeping up with advancements in AI, emerging technologies, and best practices to help define the future of support and self-service
Requirements
- 5–7+ years of experience in full-stack product design, with a strong focus on customer-facing experiences, support journeys, or AI-powered products
- Proven experience designing for complex, interconnected customer systems and multi-channel support flows
- Strong communication and collaboration skills, especially within cross-functional teams
- Demonstrated ability to translate research and insights into thoughtful, accessible design solutions
- Familiarity with service design principles and user-centered methodologies
- Experience identifying and prioritizing high-impact opportunities that influence product roadmaps
- Ability to mentor and coach other designers
- HR, Payroll, Healthcare, Fintech, or AI industry experience is a plus
Key Skills
- Full-stack product design
- Customer-facing experiences
- Support journeys
- AI-powered products
- Service design principles
- User-centered methodologies
- Research
- Usability testing
- Data insights
- Prototyping
- Experimentation
- Mentoring
- Coaching
About Gusto, Inc.
Launched in 2011 as ZenPayroll, Gusto serves more than 400,000 businesses nationwide. Each year, we process tens of billions of dollars of payroll and provide employee benefits—like health insurance and 401(k) accounts—while helping companies create incredible workplaces. Through one refreshingly easy, integrated platform, we automate and simplify your payroll, benefits, and HR, all while providing expert support. You and your employees will get the peace of mind you need to do your best work. Licensing details: https://gusto.com/about/licenses
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