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

Financial Products & Customer Experience Team Lead

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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.

We’re looking for a rockstar Customer Experience (CX) Team Lead that will help us design and scale our world-class customer experience for Gusto members utilizing financial products. You’ll be at the forefront of some of Gusto’s newest product features and you will be instrumental in helping design and build the corresponding customer care model. We are a small cross-functional team and with your help we will positively impact the lives of tens of thousands of Gusto members.

Here’s what you’ll do day-to-day:

  • You will lead and build a team of CX professionals to scale our financial products offering to our member base
  • You will provide exceptional customer service by interacting with our members via phone, email, and chat to resolve their inquiries
  • You will understand member pain points, communicate their concerns internally, and influence our product
  • You will work collaboratively with cross-functional team members like Product Management, Engineering, Legal and Compliance to make sure that we are building world-class financial products in a safe and compliant way.
  • You will build and maintain useful documentation for use by our members, the Gusto Care team, and the financial products CX team

Here’s what we're looking for:

  • 3-5 years managing a team in customer support or similar field
  • Success navigating complex consumer finance laws and regulations within a financial institution or fintech firm
  • Experience hiring and building a high performance team
  • Demonstrated ability to utilize data and metrics to inform your decisions, build new processes and improve existing ones
  • A self-starter that’s organized, an excellent problem solver, and knows how to GSD
  • A compassionate human that always puts our members first
  • A degree from an accredited 4-year university

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.

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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

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