Senior Leader, Payroll Advanced Customer Care

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 300,000 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:
Gusto is seeking a dynamic leader to join our Engagement team and empower a team of support team leaders. In the next few years, 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.
About the Team:
As a leader on the Customer Care team, you will help 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.
Here's what you'll do day-to-day:

• Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feels empowered to put customers first and develop their careers within the organization
• Empower a team of leaders (PE's) and, roughly 60 individual contributors
• Lead CX strategic direction for Gusto's customers, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn, exceptional customer outcomes
• Responsible for the execution of quarterly and annual 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 the Gustie and the overall customer experience
• This role will be focused on leading our Payroll Advanced Care teams. PAC is focused on complex payroll and tax cases, working to resolve direct customer interactions

Here's what we're looking for:

• Minimum 3 years in leadership roles (leading leaders a plus)
• 3+ years people management experience in CX and technology
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Required: Proven experience working in Payroll and Taxes environments

Our cash compensation amount for this role is $119,000 - $146,000/yearly in Denver, Orlando and Las Vegas . 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. If you require assistance in filling out a Gusto job application, please reach out to [email protected].