Client Relations Team Leader

About Gusto

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 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About the Role:

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.

About the Team:

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.

Here’s what you’ll do day-to-day:

• 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.

Here’s what we're looking for:

• 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

Our cash compensation range for this role is $92,000/yr to $113,000/yr in Denver & most major metro locations. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

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.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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