Gusto is hiring a
Senior Leader

Summary

Join Gusto as a Manager of Managers to drive Client Relations and Client Retention teams to new heights. This leadership role requires experience managing customer service teams, leading distributed teams, and influencing management skills.

Requirements

• 7+ years of experience managing customer service teams, with preference given to candidates who have managed retention or escalation teams
• 3+ years managing managers
• Experience leading and managing distributed teams and programs and have influence management skills
• Knowledge of/experience in customer escalations, including social media and review sites
• Adaptable and good at context switching. You’re comfortable flexing between strategy and execution
• You have organizational agility and can work successfully across a complex environment
• You have demonstrated an ability to synthesize the complex, transforming multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives
• Project management experience - piloting new ideas, evaluating results, and iterating as needed
• Prior customer service experience, call center experience preferred

Responsibilities

• Lead and Develop teams
• Empower two high-performing teams and their People Empowerers, and further develop their skills, capabilities, and competencies
• 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
• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience
• Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes
• Learn from, strategize with, and collaborate with other teams in the Center of Excellence as you assist in building the framework for this newly emerging team. Constantly look for ways to support Gustomers better
• Harness the power of customer feedback
• Tell the story of Customer Relations and Retention using data and customer insights collected by the team; partner with your peers in the Center of Excellence to drive outreach to Product, Engineering, Sales, and Marketing teams to unlock improvements
• Lead CX strategic direction for retaining and helping Gustomers in their biggest times of need, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn, exceptional customer outcomes
• Solicit regular internal and external partner feedback to lead continuous process improvements to the customer experience, specifically related to client retention and escalations
• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience