Head of Customer Engagement

Gusto is seeking a Head of Customer Care to empower our service organization.

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 200,000 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. Here's what it is like to Work with Gusto!

About the Role 

This role will empower our largest CX team and serves as the primary entry point for customer service inquiries across all tiers of service (VIP, Concierge, Customer Care) and across all our customer segments (e.g. Employers, Accountants) and products (e.g. Payroll, Benefits) and across channels (phone, email and chat.) As the initial servicing entry point across these segments, products and channels, these teams provide critical customer support and manage notable complexity while balancing the reality that they are the voice, heart and humanity of the Gusto brand.

The successful candidate needs to have experience leading operations across a variety of formats including domestic internal remote teams, offshore supplier teams and working across a  high paced, high volume in a 365, 24/7 environment. At Gusto, our products and services are of material consequence to our customers: they represent food on the table, a roof over their head and access to healthcare. As such, we’re on a journey to continually transform and improve the quality of service we provide to our Gustomers.

Here’s What You’ll Do:

• Cultivate and scale a world-class Customer Care experience organization through the development, implementation and on-going iteration of CX strategies built around operational efficiency, customer satisfaction, customer retention, and team member retention. 
• Inspire and lead an organization responsible for onboarding new Gusto customers, serving existing customers, driving loyalty and success programs, and managing service operations related to supporting payroll, taxes and benefits across Gusto’s full suite of people platform offerings. 
• Working with the Head of CX and across our partners in Engineering, Product and Design, work to define scalable infrastructure needed to support the Customer Experience strategy today and into the future including. 
• Partner with workforce planning ensuring that the Customer Care teams are appropriately staffed for peak tax filing and open enrollment seasons while not being overstaffed in lower-volume seasons. Be responsible for defining and implementing capacity planning models for Care that meet the needs of the business and Gusto’s customers. 
• Create data-driven center of excellence for operational execution of our customer care strategy that ensures we are delivering excellence in the moments and mediums that matter most to our small and medium business customers.. 
• Manage a process-driven Customer Care team focused on optimizing team member’s activity and performance, and utilizing metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Build an innovative and inspiring “coaching culture” where diverse team members can thrive in an inclusive environment. Work with direct team and cross-functional partners to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations. 
• Hire and scale the team: Partner with the Gusto Invite team (recruiting) to hire the best talent for the team, and with L&D to design onboarding programs that increase efficiency, employee satisfaction, and retention, and offer career pathing options within and across teams. 
• Continuously increase the effectiveness of your team, recognizing opportunities for creating new systems, structures, and processes. 
• Lead and collaborate cross-functionally within the organization (specifically Engineering and Product) to prioritize biggest feature gaps in Advocate tooling while also representing the voice of our Gustomers in platform / product feedback.
• Champion Gusto’s Values and Mission to help the Customer Experience Team understand how their work contributes to broader Company goals.

Here’s What We’re Looking for:

• Proven Customer Care / CX / operations leader who has scaled support teams in high complexity and regulated industries.
• Customer first mindset with a knack for finding win/win scenarios for Emlpoyers, Members, and Gusties
• Proven ability to drive change in large, matrixed, organizations, with equal emphasis on process and outcome. 
• Significant experience leading strategic teams in highly regulated industries.
• Strong analytical skills: Comfortable with interpreting multiple customer data points  to form hypotheses and make data-driven decisions
• Strong storytelling, communication and presentation skills with audiences at all level, including Senior Executives and Board Directors
• Able to provide support and advice to Senior Leaders in the delivery of the organizations Customer Engagement strategy and objectives
• 12+ years minimum of people management experience in CX and technology
• 8+ years leading large teams including senior managers and having the responsibility of setting strategic vision, and empowering high-performance teams
• Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Ability to think globally and strategically, influencing change across multiple business units and functions
• Customer-first mentality and a first-principle-thinking approach to innovate in delivering world class customer onboarding experience
• Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis

Our customers come from all walks of life and so do we. We hire 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.  Learn more about our Total Rewards philosophy. 

Our company 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. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].