Gusto is hiring a

Dedicated Support Care Team Lead

Denver, United States

Do you love coaching and developing Customer 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? Then come lead a team that 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. 

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.

Our mission is to create a world where work empowers a better life.

 

Gusto is seeking a Dedicated Support Care Team Lead in our growing Denver office. 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 Concierge Care team of 10-12 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
  • Experience analyzing data to drive insights and decision-making within a rapidly growing team
  • 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

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.