Payroll Care Team Leader

About the Position

Gusto is seeking a leader to join our rapidly scaling, service-minded support operation. Our team is passionate about helping small business owners by delivering a world-class customer experience, and acting as a trusted advisor to their business.

This leader will join our Payroll Care team within the Customer Engagement organization. Customer Engagement is the linchpin of our world-class experience.  With their passion, insight, and customer advocacy, our team has helped Gusto maintain industry-leading NPS while serving over 300,000 customers.  We strive to positively influence millions of businesses and hundreds of millions of employees across the globe.

As a Payroll Care Team Leader, you will be an integral part of the Engagement organization, supporting payroll and taxes customers by leading a team supporting customers that leverage the strength of the Gusto People Platform to do one of the most critical functions: ensure that their employees are paid on time, every time, and that their business is compliant with state and federal tax regulations.  This will be accomplished through building and leading a high-performing team of customer advocates. The ideal candidate will empower their team to increase customer happiness, coach and mentor team members, and help scale our operation to support millions of members over the next few years.

For folks in Denver, this will be a hybrid role with the expectation that you will work out of our Denver office approximately 2 days per week.

Here’s what you’ll do day-to-day:

• Lead a Customer Care team of passionate individuals and support their daily activities. 
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback.
• Understand your team’s performance and coach your individuals to meet or exceed their performance goals.
• Use scalable systems and metrics to monitor and improve the customer experience driving loyalty, retention and growth.
• Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support.
• Use data to shed light on how we can improve our tools and processes as we scale.
• Effectively manage an omni-channel environment (including phone, email, and chat) ensuring customer's needs are met where they need us most. 
• Be a culture ambassador by living our values and leading by example.

Here’s what we're looking for:

• Minimum of 3 years experience leading teams of individual contributors.
• Deep understanding of customer experience call center metrics, best practices and tools.
• Demonstrated success in continuous process improvement.
• Loves creative problem solving to dissolve roadblocks.
• Experience using data to build new processes and improve existing ones
• Ability to hire, coach and retain top-talent in a highly complex and regulated call center environment.
• Bachelor’s degree preferred, but not required.

At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity-based compensation (ownership in Gusto). To learn more about Gusto’s compensation philosophy and benefits offerings please view our Total Rewards Approach page.

Our cash compensation for this role is targeted at $73,000 - $91,000/yearly in Denver & most remote locations. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.