Senior Leader, On Demand Support

About Gusto

Gusto is a modern, online small business platform on a mission to grow the small business economy. 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 400,000 businesses nationwide, 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:

Gusto is seeking a dynamic leader to join our On Demand Support team and empower a team of 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. You’ll be responsible for driving performance, elevating customer satisfaction, integrating AI and ensuring our people feel engaged, supported, and motivated to succeed. This is a hands-on leadership role where you’ll balance operational excellence with people-first leadership.

About the Team:

Our Customer Care team is the linchpin of our world-class customer experience. On-Demand Support are responsible for creating a seamless and supportive experience for both small business owners and their employees. With their passion, insight, and customer advocacy, this team helps us maintain a high NPS score while serving tens of thousands of businesses. We are seeking leaders who thrive in a fast-paced, solutions-based call center environment.

Here’s what you’ll do day-to-day:

• Be accountable for delivery of Service Level Objectives in concert with our Workforce and Vendor Management Teams
• 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
• Lead, Coach and Develop a team of 5-8 leaders and roughly 60 individual contributors
• Set clear performance expectations and hold leaders accountable for meeting KPIs such as customer satisfaction, response time, quality, and efficiency
• Analyze call center metrics, identify trends, and make recommendations for data-driven improvements
• Lead 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
• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience
• Act as the voice of the customer, surfacing insights and recommending changes to improve processes, tools, and overall service delivery

Here’s what we're looking for:

• 5+ years of leadership experience, at least 2 years experience leading leaders: setting strategic vision, and empowering high-performance teams
• Experience with AI initiatives and enhancements
• Proven experience working in Payroll, Banking or Employee Benefits environments
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies