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 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.
About the Team:
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.
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.

Our cash compensation amount for this role is targeted at $73,000 - $91,000/yearly in Denver & most major metro locations, and $84,000 - $110,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
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 require assistance in filling out a Gusto job application, please reach out to [email protected].