Customer Care Leader - Benefits

Gusto is seeking a dynamic leader to join our Engagement team and empower a team of support team 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.

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

As a leader on the Benefits 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 industry-leading NPS scores while serving over 300,000 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

• Responsible for execution of quarterly and annual objectives
• 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
• Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience
• 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 90 individual contributors and 8-9 PEs.
• Leader of change management in planning and facilitating organization-wide improvement 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

Here’s What We're Looking For

• Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Proven experience working in Healthcare Benefits environments
• 3+ years of leadership experience, preference for experience leading leaders : setting strategic vision, and empowering high-performance teams
• 3 - 6 years minimum of people management experience in CX and technology

Our cash compensation range for this role is $90,000.00/yr to $155,000.00/yr in Denver and most remote locations, and $116,000.00/yr to $180,000.00/yr in San Francisco & New York. 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 level and 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 [email protected].