About the Role
You will be responsible for hands-on work with our Gusto Embedded Payroll partners as they support their payroll customers. This includes serving our Partner support team’s tier 2 customer requests, liaising with Partner support members, assisting with payroll training, and other special projects for CX (Customer Experience) performance or team operational improvements. You’ll be directly empowered by our CX Operations Lead.
Here’s what you’ll do day-to-day:
- Serve: Field Tier 2 complex payroll questions alongside Support Ops lead via email and phone from Partner support teams for resolution, both basic payroll concepts and the CX systems in use to serve their end-users
- Operate: Assist with driving Partner CX performance through providing Partner feedback on best practices along the way
- Develop: Assist with building partner toolkits and playbooks to ensure their continued success with embedded payroll through launch of their embedded payroll product and beyond.
- Iterate: Continuously look for opportunities for improvements to our CX support structure & design, offering feedback to CX Ops Lead
- Collaborate: Work alongside our Partner Growth, Technical Solutions and EPD teams to identify product issues / patterns and offer expert customer-first solutions for enhancements of our Partners’ embedded payroll product.
Here’s what we’re looking for:
- 2-5 years of experience working in a call center environment supporting a regulated industry (Payroll, Banking, Fintech, and/or Insurance)
- Strong understanding of regulated industry products which can include banking products, payroll products, or insurance products. (Preference for previous payroll experience)
- Previous experience working within CRM systems such as Salesforce
- Comfortable navigating complex customer needs, serving as an active stakeholder in identifying the root cause of an issue and seeking out a path to resolution; previous experience working directly with Gusto Accounting partners is a plus but not required
- Strong communication skills both verbally and written
- Strong sense of ownership and comfort with ambiguity—we are building something new which is an opportunity to contribute but also may mean we don’t have all the answers yet!
- Eager to learn from our early adopters, excited by the combination of going deep with our individual partners, while looking for opportunities to build for scale
- Always looking for ways to go the extra mile for customers, never satisfied with the status quo
- Previous experience supporting SMB or enterprise-level customers within SaaS
- Recreational interest in integrations/APIs or technical engineering, at minimum an eagerness to learn API basics and how partners integrate with Gusto
Our cash compensation range for this role is targeted at $52,000 - $62,000 per year in Denver and $56,000 - $78,000 per year in New York City & San Francisco. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.
