About the Role:

As a Benefits Care Team Leader, you will be an integral part of the Engagement organization, supporting benefits customers by leading a team supporting customers to answer all questions relating to the employee benefit suite offered by Gusto. This will be accomplished through building and leading a high-performing team of customer advocates. The ideal candidate will empower their team to increase customer happiness, coach and mentor team members, and help scale our operation to support millions of members over the next few years.

About the Team:

This leader will join our Benefits Care team within the Customer Engagement organization. Customer Engagement is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, our team has helped Gusto maintain industry-leading NPS while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the globe.

Here’s what you’ll do day-to-day:

• Lead a Customer Care team of passionate individuals and support their daily activities. 
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback.
• Understand your team’s performance and coach your 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 the company initiatives, OKRs, and metrics used to measure growth and performance in customer support.
• Use data to shed light on how we can improve our tools and processes as we scale.
• Effectively manage an omni-channel environment (including phone, email, and chat) ensuring customer's needs are met where they need us most. 
• Be a culture ambassador by living our values and leading by example.
• HCM Industry Knowledge (Human Capital Management) or experience in HR Software

Here’s what we're looking for:

• Minimum of 3 years experience leading teams of individual contributors
• Background in benefits/health insurance required
• Deep understanding of customer experience call center metrics, best practices, and tools.
• Demonstrated success in continuous process improvement.
• Loves 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 call center environment.
• Bachelor’s degree preferred but not required.

Our cash compensation amount is targeted at $69,000/yr to $91,000/yr in Denver, Orlando, and Las Vegas. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the level and amounts listed above.