Head of Customer Experience, Gusto
Partnerships, Embedded Payroll
$147-181k
2-3 days a week in office
Automated payroll, benefits & HR platform
Open for applications
Automated payroll, benefits & HR platform
1001+ employees
Open for applications
$147-181k
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
- Scrappy, entrepreneurial, builder mindset: You have experience in building and operationalizing initiatives from 0 to 1 and scaling them from 1 to 10. You are scaling a new support model and will be doing everything from designing future workflows to rolling out new tooling for internal or partner CX teams
- Strategic systems thinker: You will need to figure out how to scale our service model for our next stage of growth, identify gaps and tradeoffs, and prioritize effectively with the broader GEP leadership team. You have a strong background in data analysis, strategy development, and systems thinking
- Customer empathy: Deep empathy for the partner support team as well as the end customer. Strong PE skills - Can effectively grow and manage a CX & ops team for GEP program
- Desire to learn about GEP end-to-end business: CX is an incredibly strategic function for GEP’s business success as we scale. You will need to understand how CX relates to all other functions / our overall unit economics – and hopefully be excited by that!
- Ability to influence x-functionally: You will work with other GEP leaders to scale CX and improve cost to serve significantly, including (1) translating pain points into product ideas for EPD; (2) setting expectations and creating policies with partner-facing teams, and (3) understanding how partners are building their embedded product and the CX impacts downstream with technical implementation teams
- CX + Payroll expertise: Strong understanding of larger Gusto’s CX support model and able to leverage existing experts and teams (e.g. CXDI, Biztech, Payroll Transfers, TaxRes)
- 10-15+ years of leadership experience in CX, operations, or related roles
- 5+ years of channel/partnerships experience, especially in scaling operations via partners/vendors
- Proven track record working with enterprise SaaS customers in support functions, particularly ones with technically complex workflows, platforms, and infrastructure
- Experience in high-growth startup settings (Series A/B) or incubation teams within larger organizations
- Familiarity with payroll systems is a bonus but not a requirement
What the job involves
- We are looking for a CX Leader to scale our Platform strategy efforts
- This person will be responsible for scaling our payroll service model for Gusto Embedded partners as well as leverage in-house greater Gusto CX capabilities to take us to the next level of growth
- What is covered under today’s GEP service model: CX enablement (training our GEP Partners to take on Tier 1 CX), Tier 2 payroll support, tax notice resolution, white glove onboarding & payroll transfers
- Shape and scale CX strategy & operations : Create and implement innovative strategies to scale our customer experience service model as GEP grows, validating our core hypotheses and refining our headcount and business models. Test and refine our CX processes as we expand from 8k to 17k+ employee resources (ERs) by FY26, maintaining a strong emphasis on execution and adaptability in a fast-paced environment
- Train and help our Partner CX teams scale: Scale Partner support training program on basic support handling and manage relationships with the Partner support team leadership. Refine systems and processes for how GEP Partners interact with our Tier 2 support program
- Leverage Gusto Expertise and lead “insourcing” initiatives: Work closely with existing Gusto CX teams, such as CXDI, Biztech, TaxRes, and Payroll Transfers, to effectively augment GEP CX’s capabilities and potentially transition programs back to larger CX, ensuring thoughtful and strategic execution
- Collaborate across GEP functions: Partner with GEP leaders to enhance customer experience and reduce cost-to-serve metrics. Translate partner pain points into actionable product ideas for the EPD team (e.g. improved tooling), set clear CX expectations with the Partner Growth team (e.g. enablement needs, support SLAs, partner agreements), and assess how partner embedded products impact downstream customer experience with the Technical Solutions team
- Use data to drive performance: Collaborate with BizTech and Data teams to refine CX data model and ensure we’re capturing / analyzing the key information sets we need to understand trends in case volume and case complexity, and to track against CX OKRs
- Grow & empower your team: Grow and lead a CX team of 10+ members, including 2 sub-functions (Enablement and Tier 2 Ops), cultivating a collaborative and high-performance environment. Enhance our team playbook with best practices and define team career & growth paths
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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