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.