Gusto
About Gusto
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we support more than 400,000 small businesses across the country and build a workplace that represents and celebrates the customers we serve. About The Role
As a Knowledge Management Specialist, you will revolutionize how we create, manage, and scale self‑help and educational materials, serving as critical data inputs for the LLMs that power our customer service products. Leveraging cutting‑edge AI tools, you will build a smart, scalable, and highly effective knowledge ecosystem, integrating AI into our content strategy, automating workflows, and delivering personalized, data‑driven educational experiences. You will continuously improve key metrics such as touchpoint deflection, Article Contact Rate (ACR), and user engagement. About The Team
Join us as an AI‑Powered Knowledge Management Specialist at Gusto, where you shape the future of how knowledge is created, shared, and scaled. You will collaborate with cross‑functional partners to build clear, effective self‑help and educational resources that empower users and drive measurable impact, pioneering new ways to leverage AI for content optimization and strategic decision‑making. Here’s What You’ll Do Day‑to‑day
Utilize AI tools to generate, edit, and optimize articles for Gusto’s Internal Knowledge Base (IKB) and Help Center, ensuring a high standard of accuracy, clarity, and accessibility. Develop and implement prompts for AI content generators to produce high‑quality, on‑brand content. Continuously experiment with new AI tools and techniques to improve content quality and efficiency. Design, implement, and manage an AI‑powered content workflow to automate content creation, review, and publishing processes. Collaborate with engineering and product teams to integrate AI tools with our existing content management systems. Leverage AI to analyze customer and advocate feedback at scale, identifying trends, sentiment, and opportunities for content improvement. Use AI‑powered analytics to monitor content KPIs, generate insights, and make data‑driven recommendations to enhance user engagement and impact. Partner with internal teams—including marketing, product, and engineering—to align on AI content goals, resolve challenges, and maintain consistent messaging. Participate in product test‑fests and use AI tools to analyze user behavior, providing actionable feedback and content recommendations to product teams. Here’s What We’re Looking For
Advanced AI Tool Proficiency: Demonstrable experience using generative AI tools for content creation, editing, and optimization. Expert Prompt Engineering: Deep understanding of prompt engineering, including advanced techniques and contextual prompt design. AI‑Powered Analytics: Familiarity with AI‑driven analytics and SEO tools to measure content performance and extract actionable insights. Technical Aptitude: Experience with content management systems (CMS) and a willingness to learn new technologies. Basic HTML and Markdown knowledge. Exceptional Writing & Communication Skills: Proven ability to create clear, accurate, and engaging content. 8+ years of experience in writing customer‑facing and employee‑facing communications in a SaaS or tech environment. Data Analysis & Strategic Thinking: Proficient in analyzing content performance data and using insights to drive strategy. Project Management: Experienced in managing multiple projects, prioritizing effectively, and collaborating with stakeholders. Learning Mindset: Passion for learning and staying at the forefront of AI and content technology. Compensation & Location
The base salary range is $112,000 to $137,000 annually for Denver and most major metro locations; $131,000 to $161,000 for San Francisco and New York. Final offer amounts are determined by candidate location, experience, and expertise. Office Expectations
Employees based in Denver, San Francisco, or New York City will be expected to work from the office 2–3 days per week (or more depending on the role). Remote employees must be available for scheduled office collaboration days and maintain a secure, reliable internet connection. EEO
Gusto is proud to be an equal‑opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Consulting, Information Technology, and Sales Industries
Software Development
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At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we support more than 400,000 small businesses across the country and build a workplace that represents and celebrates the customers we serve. About The Role
As a Knowledge Management Specialist, you will revolutionize how we create, manage, and scale self‑help and educational materials, serving as critical data inputs for the LLMs that power our customer service products. Leveraging cutting‑edge AI tools, you will build a smart, scalable, and highly effective knowledge ecosystem, integrating AI into our content strategy, automating workflows, and delivering personalized, data‑driven educational experiences. You will continuously improve key metrics such as touchpoint deflection, Article Contact Rate (ACR), and user engagement. About The Team
Join us as an AI‑Powered Knowledge Management Specialist at Gusto, where you shape the future of how knowledge is created, shared, and scaled. You will collaborate with cross‑functional partners to build clear, effective self‑help and educational resources that empower users and drive measurable impact, pioneering new ways to leverage AI for content optimization and strategic decision‑making. Here’s What You’ll Do Day‑to‑day
Utilize AI tools to generate, edit, and optimize articles for Gusto’s Internal Knowledge Base (IKB) and Help Center, ensuring a high standard of accuracy, clarity, and accessibility. Develop and implement prompts for AI content generators to produce high‑quality, on‑brand content. Continuously experiment with new AI tools and techniques to improve content quality and efficiency. Design, implement, and manage an AI‑powered content workflow to automate content creation, review, and publishing processes. Collaborate with engineering and product teams to integrate AI tools with our existing content management systems. Leverage AI to analyze customer and advocate feedback at scale, identifying trends, sentiment, and opportunities for content improvement. Use AI‑powered analytics to monitor content KPIs, generate insights, and make data‑driven recommendations to enhance user engagement and impact. Partner with internal teams—including marketing, product, and engineering—to align on AI content goals, resolve challenges, and maintain consistent messaging. Participate in product test‑fests and use AI tools to analyze user behavior, providing actionable feedback and content recommendations to product teams. Here’s What We’re Looking For
Advanced AI Tool Proficiency: Demonstrable experience using generative AI tools for content creation, editing, and optimization. Expert Prompt Engineering: Deep understanding of prompt engineering, including advanced techniques and contextual prompt design. AI‑Powered Analytics: Familiarity with AI‑driven analytics and SEO tools to measure content performance and extract actionable insights. Technical Aptitude: Experience with content management systems (CMS) and a willingness to learn new technologies. Basic HTML and Markdown knowledge. Exceptional Writing & Communication Skills: Proven ability to create clear, accurate, and engaging content. 8+ years of experience in writing customer‑facing and employee‑facing communications in a SaaS or tech environment. Data Analysis & Strategic Thinking: Proficient in analyzing content performance data and using insights to drive strategy. Project Management: Experienced in managing multiple projects, prioritizing effectively, and collaborating with stakeholders. Learning Mindset: Passion for learning and staying at the forefront of AI and content technology. Compensation & Location
The base salary range is $112,000 to $137,000 annually for Denver and most major metro locations; $131,000 to $161,000 for San Francisco and New York. Final offer amounts are determined by candidate location, experience, and expertise. Office Expectations
Employees based in Denver, San Francisco, or New York City will be expected to work from the office 2–3 days per week (or more depending on the role). Remote employees must be available for scheduled office collaboration days and maintain a secure, reliable internet connection. EEO
Gusto is proud to be an equal‑opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Consulting, Information Technology, and Sales Industries
Software Development
#J-18808-Ljbffr