On Demand Care Lead

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:

We're looking for dynamic, passionate leaders to join our rapidly growing On-Demand Care team within the Customer Care organization. This single job posting is for multiple team lead positions (5 open positions) across our specialized care teams, including Accountant Care, Premier Care, and Payroll Care. You’ll coach and mentor a high-performing team of customer advocates, leading with passion and vision to scale our operation for millions of businesses in the years ahead. If you’re excited by the challenge of driving impact for small businesses and their employees, and ready to help Gusto shape the future of work, we want to hear from you!

About the Team:

As an On-Demand Care Team Leader, you will be at the heart of our world-class support team, playing a pivotal role in ensuring businesses run smoothly. You’ll lead a dedicated team that leverages Gusto’s powerful platform to handle one of the most vital tasks—ensuring employees get paid accurately and on time while maintaining compliance with state and federal tax laws. With your leadership, we’ll continue to set the bar for service excellence, driving customer happiness and industry-leading NPS while supporting over 300,000 businesses (and counting!).

Here’s what you’ll do day-to-day:

• Lead a team of passionate individuals and support their daily activities. 
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback.
• Empower a team to use scalable systems and metrics to monitor and improve the Internal (Vendors and Gusties) and External (Employers) customer experience.
• Understand your team’s performance and coach your individuals to meet or exceed their performance goals.
• Use scalable systems and metrics to monitor and improve the customer experience driving loyalty, retention and growth.
• Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support.
• Use data to shed light on how we can improve our tools and processes as we scale.
• Effectively manage an omnichannel environment (including phone, email, and chat), ensuring customers' needs are met where they need us most. 
• Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries.
• Use data to shed light on how we can improve our tools and processes and develop these skills with the team.

Here’s what we're looking for:

• Minimum of 3 years of experience leading teams of individual contributors.
• Deep understanding of customer experience, call center metrics, best practices, and tools.
• Loves creative problem-solving to dissolve roadblocks.
• Background in payroll is desired.
• Deep understanding of customer satisfaction indicators and best practices.
• Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty.
• Demonstrated success in continuous process improvement.
• A love for creative problem-solving to dissolve roadblocks.
• Experience using data to build new processes and improve existing ones.
• Ability to hire, coach, and retain top talent in a highly complex and regulated support experience.
• Bachelor’s degree preferred, but not required.

Our cash compensation amount for this role is $69,390 to $96,571 in Denver, Chicago, and Phoenix. 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.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.