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Advanced Product Specialist Team Leader

EXTRA HOLIDAYS

Remote:

Full Remote

Contract:

Full time

Salary:

86 - 137K yearly

Experience:

Junior (1-2 years)

Work from:

Colorado (USA), United States

Offer summary

Qualifications:

Minimum 1 year leading high-performing teams, Background in payroll required, Preferred background in benefits/health insurance, Experience with Gusto platform preferred, Expertise in customer satisfaction best practices.

Key responsabilities:

Lead a team focused on communication and development
Create an environment of continuous improvement through mentoring
Partner with product and AI engineering teams
Use data to enhance tools and processes
Establish quality assurance expectations for customer retention

Gusto Financial Services Large https://www.gusto.com/

1001 - 5000 Employees

See more Gusto offers

Job description

Your missions

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 an Advanced Product Specialist Team Leader to join our growing Denver or Remote office. Our team is the primary technical resource for internal Customer Care Gusties. The ideal candidate will lead their team to coach and mentor team members, proactively identify and execute on projects that will improve the training and efficiency of customer care, and partner directly with stakeholders across Gusto to ensure we have the right tools for our front-line teams.

About the Team:

We are the go-to subject matter experts for Gusto’s product and our expertise is used to make informed decisions about how to grow and improve our platform. You will be an integral part of the team with a high level of responsibility and room for growth.

Here’s what you’ll do day-to-day:

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

Here’s what we're looking for:

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

Our cash compensation amount for this role is $86,000 to $113,000/annually in Denver & most major metro locations, and $112,000 to $137,000/annually for San Francisco & New York. 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. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.