Gusto
Gusto simplifies HR, payroll & benefits for modern businesses.
Denver, CO
Hybrid

Customer Engagement Team Lead

Sorry, this job was removed at 12:08 p.m. (MST) on Thursday, October 10, 2019
Find out who's hiring in Greater Denver Area.
See all Customer Success jobs in Greater Denver Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Love coaching and developing Engagement Care teams to increase customer happiness? Do you have a passion for improving tools and processes at scale and inspiring an energetic team to provide world class support for customers?

Gusto is seeking an Engagement Care Team Lead in our growing Denver office. Our team is passionate about helping small business owners by acting as their trusted advisors and are responsible for acting as their advocate to provide a world-class customer experience. You will be an integral part of the team with a high level of responsibility and room for growth. The ideal candidate will lead a Customer Care team to increase customer happiness, coach and mentor team members, and help to scale a scaling company.

Here’s what you’ll do day-to-day:

  • Lead a Engagement Care team of 9-10 passionate individuals with a focus on development and professional growth
  • Create an environment of continuous development and improvement through mentoring, coaching, and feedback
  • Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support
  • Use scalable systems and metrics to monitor and improve the customer experience
  • Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries
  • Use data to shed light on how we can improve our tools and processes as we scale
  • Effectively manage multiple channels, including phone, email, chat, social and more

Here’s what we're looking for:

  • Have 3-5 years experience managing a team in customer support or similar field
  • Strong ability to improve current processes and knowledge base
  • Loves creative problem solving to dissolve roadblocks
  • Desire to build a customer care organization that people will write books about
  • Experience using data to build new processes and improve existing ones
  • Have a degree from an accredited 4-year university

About Gusto

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 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.

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Gusto Perks + Benefits

Gusto Benefits Overview

Taking care of our people is just as important as taking care of our customers. We offer competitive total compensation packages with an emphasis on equity, along with many other great benefits, some of which are included below!

Medical, dental, and vision:
Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources.

Time off:
Gusties are encouraged to take the time off they need to continue doing great work.

Inclusive healthcare:
Fertility benefits, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more.

Free meals and refreshments:
If you work at one of our offices, enjoy food, drinks, and snacks— on us. Conversation and community is an added bonus!

Sabbaticals:
Celebrate 5 or 10 years at Gusto and take a month off to recharge.

Stipends:
Take advantage of monthly internet, phone, and wellness stipends. Enjoy commuter or remote work stipends, along with and cash for your Gusto anniversaries!

Culture
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Remote work program
Gusto hires in various locations across the United States, including some specific remote locations. Gusto offices operate on a hybrid model, including some work from home days each week.
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Gusto provides a benefit designed to support your unique parenthood journey. The benefit is not health insurance, but rather provides resources to make family forming more accessible to everyone.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Free daily meals
If you work at one of our offices, enjoy food, drinks, and snacks— on us.
Free snacks and drinks
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within

More Jobs at Gusto

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about GustoFind similar jobs like this