Leadership – Customer Care

Gusto is seeking a dynamic leader to join our Customer Care team and empower a team of concierge-level support team leaders.

You’ll help scale our operation to support millions of members of the next few years.

You’ll be responsible for the experience of tens of thousands of SMBs, and members on the Gusto platform.

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 100,000 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 .

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.

This role is part of our Customer Engagement organization.

Our Engagement organization is the linchpin of our world-class experience.

With their passion, insight and customer advocacy, the CX team has helped Gusto maintain NPS of 70 while serving over 100,000 customers.

We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

Here’s what you’ll do day-to-day:

• 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
• Empower a team of leaders and roughly 40 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 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.
• Empower a team of leaders and roughly 40 individual contributors
• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and Customer experience.

Here’s what we’re looking for:

• 2+ years leading managers, setting strategic vision, and empowering high-performance teams
• 6
  – 8 years minimum of people management experience in CX and technology
• Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies

Our cash compensation amount for this role is targeted at $119,000
– $147,000 in Denver.

Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

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 need assistance or an accommodation due to a disability, you may contact us at accommodations@gusto.com.

How did you hear about this opportunity?

(select all that apply) *
LinkedIn
Glassdoor
Indeed
Facebook
Built In Colorado
News Article
Conference or Meetup
Gusto Blog
Gusto Employee
Gusto Website
Billboard/Outdoor Ads

Are you legally authorized to work in the country where you are applying?

*

Will you now or in the future require visa sponsorship for employment at Gusto?

*

If you’ll require Gusto to commence, i.e., “sponsor,” an immigration or work permit case in order to employ you, either now or at some point in the future, then you should answer yes.

An example of an immigration or work permit case that may require sponsorship now or in the future would be an H-1B or other employment-based work permit sponsorship.

Voluntary Self-Identification

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 helps us to build better products, better serve our customers, and makes our company stronger.

In addition to the information required to consider your application, below is a set of voluntary demographic questions.

If you choose to fill them out, the responses will be used to help us identify areas for improvement in our process and further support the development and execution of our diversity efforts and programs.

Your responses to these questions will be recorded and maintained in a confidential file.

Your responses, or your choice to not respond, will not be associated with your specific application and will not in any way be used in making any employment decisions, including hiring decisions.

Please use this as a reference while completing the disability self-identification:

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

• Blindness
• Deafness
• Cancer
• Diabetes
• Epilepsy
• Autism
• Cerebral palsy
• HIV/AIDS
• Schizophrenia
• Muscular dystrophy
• Bipolar disorder
• Major depression
• Multiple sclerosis (MS)
• Missing limbs or partially missing limbs
• Post-traumatic stress disorder (PTSD)
• Obsessive compulsive disorder
• Impairments requiring the use of a wheelchair
• Intellectual disability

How would you describe your gender identity (please select one)?

(Select one)
Female
Male
Non-binary / third gender (Inclusive of bigender, agender, androgynous, gender fluid, gender non-conforming, two-spirit)
I prefer to self-describe
I prefer not to say
I identify as transgender (please select one): (Select one)
Yes
No
I prefer to self-describe
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I identify my sexual orientation as (please select one): (Select one)
Asexual
Bisexual, pansexual and/or queer
Gay and/or lesbian
Heterosexual
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I identify my race/ethnicity as (mark all that apply):
Alaskan Native / American Indian / Indigenous American / Native American
Black / of African or African-American descent
East Asian (inclusive of Chinese, Japanese, Korean, Mongolian, Tibetan, and Taiwanese)
Latinx (inclusive of South American, Central American, and Caribbean)
Middle Eastern
Pacific Islander or Native Hawaiian
South Asian (inclusive of Afghani, Bangladeshi, Bhutanese, Indian, Nepali, Pakistani, and Sri Lankan)
Southeast Asian (inclusive of Burmese, Cambodian, Filipino, Hmong, Indonesian, Laotian, Malaysian, Mien, Singaporean, Thai, and Vietnamese)
White
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Veteran Status (please select one): (Select one)
Yes, I am a veteran
No, I am not a veteran
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I have a disability (please select one): (Select one)
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I identify as a first-generation professional (please select one): (Select one)
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