On Demand Care Lead, Gusto
$69.4-96.6k
More information about location
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
$69.4-96.6k
More information about location
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
- If you’re excited by the challenge of driving impact for small businesses and their employees, and ready to help Gusto shape the future of work, we want to hear from you!
- Minimum of 3 years of experience leading teams of individual contributors
- Deep understanding of customer experience, call center metrics, best practices, and tools
- Loves creative problem-solving to dissolve roadblocks
- Background in payroll is desired
- Deep understanding of customer satisfaction indicators and best practices
- Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty
- Demonstrated success in continuous process improvement
- A love for creative problem-solving to dissolve roadblocks
- Experience using data to build new processes and improve existing ones
- Ability to hire, coach, and retain top talent in a highly complex and regulated support experience
- Bachelor’s degree preferred, but not required
What the job involves
- We're looking for dynamic, passionate leaders to join our rapidly growing On-Demand Care team within the Customer Care organization
- This single job posting is for multiple team lead positions (5 open positions) across our specialized care teams, including Accountant Care, Premier Care, and Payroll Care
- You’ll coach and mentor a high-performing team of customer advocates, leading with passion and vision to scale our operation for millions of businesses in the years ahead
- As an On-Demand Care Team Leader, you will be at the heart of our world-class support team, playing a pivotal role in ensuring businesses run smoothly
- You’ll lead a dedicated team that leverages Gusto’s powerful platform to handle one of the most vital tasks—ensuring employees get paid accurately and on time while maintaining compliance with state and federal tax laws
- With your leadership, we’ll continue to set the bar for service excellence, driving customer happiness and industry-leading NPS while supporting over 300,000 businesses (and counting!)
- Lead a team of passionate individuals and support their daily activities
- Create an environment of continuous development and improvement through mentoring, coaching, and feedback
- Empower a team to use scalable systems and metrics to monitor and improve the Internal (Vendors and Gusties) and External (Employers) customer experience
- Understand your team’s performance and coach your individuals to meet or exceed their performance goals
- Use scalable systems and metrics to monitor and improve the customer experience driving loyalty, retention and growth
- Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support
- Use data to shed light on how we can improve our tools and processes as we scale
- Effectively manage an omnichannel environment (including phone, email, and chat), ensuring customers' needs are met where they need us most
- Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries
- Use data to shed light on how we can improve our tools and processes and develop these skills with the team
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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