Gusto is hiring a
Advanced Product Specialist Team Leader

Summary

Join our team as an Advanced Product Specialist Team Leader and lead a team of 10-12 individuals to coach, mentor, and improve the training and efficiency of customer care. You will partner with stakeholders across Gusto to ensure we have the right tools for our front-line teams.

Requirements

• Minimum of 1 year experience leading teams of high-performing individual contributors
• Desire to proactively identify and solve problems in existing processes
• Background in payroll required
• Background in benefits/ health insurance preferred
• Experience with Gusto platform preferred
• Deep understanding of customer satisfaction indicators and best practices
• Expertise in identifying, analyzing, and implementing behaviors that improve gustie experience
• Demonstrated success in continuous process improvement
• A love for creative problem-solving to dissolve roadblocks
• Experience using data to build new processes and improve existing ones
• Ability to hire, coach, and retain top talent in a highly complex and regulated support experience

Responsibilities

• Lead an Advanced Product Specialist Team of 10-12 passionate individuals with a focus on development, troubleshooting, and clear, efficient communication
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback, and developing these skills with team members
• Understand and communicate the company initiatives, OKRs, and metrics used to measure efficiency, customer feedback, and performance in customer care
• Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries
• Partner with our AI engineering team to improve our co-pilot logic and accuracy
• Identify, create, coach, and sustain quality assurance expectations for serving and retaining customers
• Use data to shed light on how we can improve our tools and processes and develop these skills with the team