Pros
Supportive peers and team community Even as the company evolves, the CX team tends to band together. Most reps highlight that their peers are the best part of the job. Opportunities to learn new tools and tech With the shift toward AI, reps are exposed to emerging workflows and automation tools they might not encounter elsewhere.
Cons
The company isn’t what it used to be Many longtime reps feel the culture has changed. Gusto used to be very people-first, collaborative, and community-oriented. Now it often feels more efficiency- and automation-driven, with less emphasis on human connection. A lot of focus on AI—sometimes at the expense of people. CX reps may feel the company is prioritizing AI initiatives over investing in people, roles, or frontline support. Some feel like the human element of the work is undervalued or being phased out. Constant changes without clear communication With frequent shifts toward new tech, processes change quickly—and not always with proper rollout or training. This leaves CX reps trying to catch up while still meeting metrics. Workload increases as expectations rise Even with automation, issues are getting more complex, volumes stay high, and reps often feel stretched thin. Customer frustration can land directly on frontline teams. Career mobility feels less accessible As the company restructures and pivots, internal pathways for growth can feel limited or unclear—especially compared to previous years. Tooling hasn’t fully caught up to the AI vision The push for AI sometimes means tools are rolled out before they’re fully ready, causing interruptions or additional friction in the workflow. CX can feel deprioritized With more investment going into product development and AI experimentation, frontline roles may feel overlooked, unsupported, or secondary to broader strategic bets.