About the Role:
Gusto is seeking a dynamic leader to join our Customer Care team and empower a team of Dedicated Service 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.
As a leader on the Customer 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. Care serves customers offering both on-demand care teams and dedicated service teams with assigned books of business.
About the Team:
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 400,000 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 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.
- (Required) Account Management leadership experience.
- Consultation (sales) leadership experience.
- Experience working in Payroll and Taxes environments is a plus.
Our cash compensation amount for this role is $119,185 to $154,941 in Phoenix and Chicago. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
