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
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 your team to use scalable systems and metrics to monitor and improve the customer experience.
Understand your team's performance and coach 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 company initiatives, OKRs, and metrics used to: measure growth and performance in customer support.
What they're looking for
- Use data to identify how we can improve our tools and processes as we scale.
- Build a strong culture of collaboration with our product team to prioritize: the most impactful product enhancements and reduce inbound inquiries.
- Partner cross-functionally to develop your team's skills and capabilities over time.
- Utilized AI to learn quickly, create process improvement, gain efficiencies: and drive organizational change for you and your team.
