Senior Leader, On Demand Support

About Gusto

Gusto is a modern, online small business platform on a mission to grow the small business economy. 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, 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:

Gusto is seeking a dynamic leader to join our On Demand Support team and empower a team of leaders. You’ll help scale our operation to support millions of members in the next few years. You’ll be responsible for the experience of tens of thousands of SMBs on the Gusto platform. You’ll be responsible for driving performance, elevating customer satisfaction, integrating AI and ensuring our people feel engaged, supported, and motivated to succeed. This is a hands-on leadership role where you’ll balance operational excellence with people-first leadership.

About the Team:

Our Customer Care team is the linchpin of our world-class customer experience. On-Demand Support are responsible for creating a seamless and supportive experience for both small business owners and their employees. With their passion, insight, and customer advocacy, this team helps us maintain a high NPS score while serving tens of thousands of businesses. We are seeking leaders who thrive in a fast-paced, solutions-based call center environment.

Here’s what you’ll do day-to-day:

• Be accountable for delivery of Service Level Objectives in concert with our Workforce and Vendor Management Teams
• Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feel empowered to put customers first and develop their careers within the organization
• Lead, Coach and Develop a team of 5-8 leaders and roughly 60 individual contributors
• Set clear performance expectations and hold leaders accountable for meeting KPIs such as customer satisfaction, response time, quality, and efficiency
• Analyze call center metrics, identify trends, and make recommendations for data-driven improvements
• Lead 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 the Gustie and the overall customer experience
• Act as the voice of the customer, surfacing insights and recommending changes to improve processes, tools, and overall service delivery

Here’s what we're looking for:

• 5+ years of leadership experience, at least 2 years experience leading leaders: setting strategic vision, and empowering high-performance teams
• Experience with AI initiatives and enhancements
• Proven experience working in Payroll, Banking or Employee Benefits environments
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies

 Our cash compensation range for this role is $119,185 to $154,941/yr in 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. This includes non-office days for hybrid employees.

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.