Client Relations Team Leader, Gusto
$92-113k
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
$92-113k
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
- 3+ years of leadership experience, preference for experience empowering high-performance teams
- 3 - 6 years minimum of escalations management experience in CX and technology, preferably in executive and social media
- Experience collaborating with product teams to deliver customer insights, ensuring that client issues and concerns are communicated to the appropriate levels of leadership while advocating for customer interests
- Project management experience in implementing new ideas, assessing the results, and making necessary adjustments
- An insatiable thirst for data and a strong ability to build reports based on insights
- Experience in conducting root cause analysis and postmortem evaluations
- Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
- Team Player: A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself on maintaining a professional brand and image
- Resilient: Conflict resolution skills and a personality that thrives in a dynamic environment. Ability to handle - and even thrive - in an urgent and ambiguous environment with grace and composure
- Great written and verbal communicator: Effective communication is critical for program managers to interact with stakeholders and provide updates to senior management. Experience in roles that require clear and concise communication, such as specialist or team lead is helpful
- Program management often involves working on diverse projects and adapting to evolving circumstances. Demonstrated adaptability and a willingness to learn are important qualities for new program managers
- Tech Savvy: You know your way around GSuite, a Mac, Salesforce, JIRA, and Slack
What the job involves
- Gusto is seeking a fearless customer advocate to join our Client Relations team
- You will manage multiple programs, including our executive and social concerns, and the proactive outreach that our Client Relations program managers conduct
- Through all of this work, you will meet Gustomers in their most critical moments
- Through our outbound programs, we seek to understand customer pain before it reaches an escalation point
- Through our Client Relations team, we work quickly to resolve customer pain efficiently
- Your team works on many programs to identify, rectify, and prevent customer pain
- As a People Empowerer in Client Relations, your role will involve empowering a team of Client Relations Specialists and Program Managers
- You will have oversight of Executive and Social Media concerns, including reporting on metrics and trends from those programs, ownership of OKRs, and development of Gustie career paths
- You will develop your team to best hear feedback, then answer questions, find solutions, and navigate Gustomers to the best possible outcome for their businesses
- But you will also be building an emerging program that will help retain customers and earn customer love
- You will make sure that your daily activities are in line with the program's overarching goals
- This role is part of our Client Relations and Retention team, within our Customer Care organization
- Our Customer Care organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 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 Client Relations specialists and program managers to retain Gusto clients and find solutions for escalated customers
- Drive responsibility for the execution of quarterly and annual objectives
- Lead change management in planning and facilitating organization-wide improvement to the customer experience
- Partner cross-functionally to unblock points of friction and proactively address potential concerns, as well as build an understanding of individual team needs and processes
- Define the program objectives, scope, and success criteria with the head of client relations. Work closely together to ensure the program's alignment with the overall CX strategy
- Perform your duties in a fast-paced environment while quickly adapting to resolve customer issues across multiple support channels. This is an ever-growing, ever-changing role and team, so an ability to think creatively, pivot quickly, live in ambiguity, and collaborate strategically is crucial
- Solicit regular customer feedback to lead continuous process improvements to the customer experience
- Learn from, strategize with, and collaborate with other teams, such as Customer Success and CXDI, as you assist in building the framework for this newly emerging support team
- Provide regular program updates and reports to senior management and stakeholders
- Develop and maintain strong collaborative relationships with internal departments to maintain excellent lines of communication and share resources to meet business objectives
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
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 values
- Embody a service mindset - Never stop advocating for the needs of others
- Dream big, then make it real - Be ambitious. Show and do, rather than tell and talk
- Be proud of the how - Ensure deep integrity in everything you do
- Embrace an ownership mentality - Take initiative to leave things better than you found them
- Debate then commit - Share openly, question respectfully, and once a decision is made, commit fully
Company HQ
Central Waterfront, San Francisco, CA
Articles
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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