Senior Leader - Customer Care

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

As a leader on the Premier Care team, you will scale our support teams to deliver a world-class experience. You’ll lead multiple teams, empower and inspire Gusties, and drive operational excellence for our Customers. Premier Care serves customers on our Premium plan offering with both on-demand care teams and dedicated service teams with assigned books of business. 

About the Team:

Gusto is seeking a dynamic leader to join our Premier Care team and empower a team of support team leaders. You’ll help scale our operation to support millions of members. You’ll be responsible for the experience of tens of thousands of SMBs on the Gusto platform.  

This role is part of our Customer Care organization, which is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the Care team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the country.

Here’s what you’ll do day-to-day:

• Foster a culture of engagement and excitement to achieve customer-driven results, where Gusties feel empowered to put customers first and develop their careers within the organization.
• Empower a team of 6-10 leaders (PEs) and up to 100 individual contributors.
• Provide coaching and development for the leaders you empower and ensure they coach and develop the teams they empower.
• Responsible for the execution of monthly, quarterly, and annual key performance objectives.
• Leader of change management in planning and facilitating organization-wide improvement to the customer experience.
• Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience.
• Work cross-functionally with other CX teams and shared services to deliver improvements to Gustie and the overall customer experience.

Here’s what we're looking for:

• Minimum 5+ years in leadership/people management roles (leading leaders a plus)
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies.
• Account Management leadership experience is a plus.
• Consultation leadership experience is a plus.
• (Required) Proven experience working in Payroll and Taxes environments

Our cash compensation amount for this role is targeted at $119,000/yearly - $146,000/yearly in Denver, Phoenix, Las Vegas, and Chicago. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

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 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. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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