Dedicated Service Senior Manager, Gusto
$119.2-154.9k
2-3 days a week in office
Automated payroll, benefits & HR platform
Be an early applicant
Automated payroll, benefits & HR platform
1001+ employees
Be an early applicant
$119.2-154.9k
2-3 days a week in office
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- Minimum 5+ years in leadership/people management roles (leading leaders a plus)
- Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
- (Required) Account Management leadership experience
- Consultation (sales) leadership experience
- Experience working in Payroll and Taxes environments is a plus
What the job involves
- Gusto is seeking a dynamic leader to join our Customer Care team and empower a team of Dedicated Service team leaders. You’ll help scale our operation to support millions of members. You’ll be responsible for the experience of tens of thousands of SMBs on the Gusto platform
- As a leader on the Customer Care team, you will scale our support teams to deliver a world-class experience. You’ll lead multiple teams, empower and inspire Gusties, and drive operational excellence for our Customers. Care serves customers offering both on-demand care teams and dedicated service teams with assigned books of business
- This role is part of our Customer Care organization, which is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the Care team has helped Gusto maintain industry-leading NPS scores while serving over 400,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the country
- Foster a culture of engagement and excitement to achieve customer-driven results, where Gusties feel empowered to put customers first and develop their careers within the organization
- Empower a team of 6-10 leaders and up to 100 individual contributors
- Provide coaching and development for the leaders you empower and ensure they coach and develop the teams they empower
- Responsible for the execution of monthly, quarterly, and annual key performance objectives
- Leader of 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 Gustie and the overall customer experience
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy which many SMB owners don’t have. The three co-founders of Gusto – all coming from small business backgrounds – collaborated on a Fintech company that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 200,000 customers and a multi-billion dollar valuation. In 2021, Gusto began acquiring other companies to strengthen its offering and its position in a competitive market, including two other fintech startups, Ardius and Symmetry.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. Although Gusto has found itself impacted by the macroeconomic situation, through the significant effect it has had on its clientele, the company still appears positive for the future after raising funds in 2023 that will see it reach key profitability benchmarks. It continues to consolidate its platform, for example by integrating with OpenComp to grant its users access to the company's Compensation Intelligence Platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.1m
Company benefits
- Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources
- Flexible vacation - Gusties are encouraged to take the time off they need to continue doing great work
- Fertility treatments, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more
- If you work at one of our homebases, enjoy food, drinks, and good conversation — on us
- Celebrate 5 or 10 years at Gusto and take a month off to recharge
- Take advantage of internet, phone, commuter, and wellness stipends each month, along with a WFH stipend and cash for anniversaries
Company HQ
Central Waterfront, San Francisco, CA
Leadership
Joshua Reeves
(CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo, a mobile self-service technologies company, in 2008. Co-founded Gusto in 2011.
Edward Kim
(Head of Engineering)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing, a printed photos company, in 2008. Co-founded Gusto in 2011.
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