Senior Leader, On Demand Support

Gusto • Phoenix, AZ • 1m ago

Why This Job is Featured on The SaaS Jobs

This role stands out in the SaaS ecosystem because it sits at the intersection of product-led customer experience and scaled service operations. Supporting tens of thousands of SMBs on a platform like Gusto requires translating recurring-usage signals into operational decisions, where reliability and consistency influence retention as much as feature delivery. The emphasis on integrating AI into support workflows also reflects a broader SaaS shift toward augmenting frontline teams with automation while protecting customer trust.

From a SaaS career perspective, the position builds durable operating skills: running to service-level objectives, managing KPI systems (quality, response time, satisfaction, efficiency), and turning customer feedback into process and tooling improvements. Leading leaders while partnering with workforce and vendor management is particularly relevant for SaaS companies that blend in-house and outsourced capacity as they scale. The “voice of the customer” mandate creates exposure to cross-functional influence without being a product role.

This is best suited to an experienced support operations leader who prefers hands-on performance management and structured coaching, and who is comfortable using data to drive change. It will fit someone motivated by operational rigor, continuous improvement, and applying AI thoughtfully in customer-facing environments such as payroll, banking, or benefits.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

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.

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