The opportunity
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.
What you'll do
Hire, onboard, and lead a small team of licensed account managers, setting: the service standards, escalation paths, and quality bar they work against.
Own service-level performance for the book: response and resolution time, endorsement cycle time and accuracy, save rate on the cancellation queue, client satisfaction — and report on it to Financial Services leadership.
Carry the toughest escalations yourself: contested or rescinded broker-of-record situations, complex coverage disputes, and carrier issues your team can't yet close alone.
Own the carrier relationship on servicing matters: appointment paperwork, escalation channels, SLA negotiation — and represent the servicing function in cross-functional planning with product and engineering.
Translate recurring manual work into product requirements, partnering with: product and engineering on automation (certificate generation, endorsement submission, intake triage), and push your team's fluency with AI tools in daily service work.
Own the compliance backbone of the function: supervision documentation, continuing education tracking, and record retention for licensed communications — in partnership with Legal and Compliance.
What they're looking for
- Coach your team's growth through regular 1:1s and performance conversations,: and build the hiring plan that keeps pace with the book.
- + years of commercial lines service experience at an independent agency,: brokerage, or carrier, including 1–2+ years leading or supervising a service team.
- Workers' Compensation depth: class codes, experience modifiers, premium audits, pay-as-you-go WC experience is a strong plus — and the ability to turn that depth into training and SOPs for a team.
- Experience working in carrier portals (Hartford, AmTrust, etc) and comfort: partnering directly carrier relationship managers.
