Accountant Care Team Leader

Gusto has physical office spaces in Denver, San Francisco, and New York City. All Gusto roles posted in these metro areas come with the expectation of working 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.

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. 

Gusto is seeking an Accountant Care Team Leader to join our growing team. Our Accountant Care leadership team is passionate about equipping our Accountant Care advocates with the tools to support accounting firms and interactions with confidence, clarity, and clear ownership. You will be an integral part of the team with a high level of responsibility and room for growth. The ideal candidate will lead their team to increase customer happiness, coach and mentor team members, and help to grow a scaling company.

Here’s what you’ll do day-to-day:

• Lead an Accountant Care team of 10-12 passionate individuals with a focus on development and professional growth
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback
• Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support
• Use scalable systems and metrics to monitor and improve the customer experience
• Own and prioritize customer escalations from team and bring to resolution
• Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries
• Use data to shed light on how we can improve our tools and processes as we scale
• Effectively manage multiple channels, including phone, email, and chat

Here’s what we're looking for:

• 3-4 years of experience leading a team
• Strong history of accountability to performance management
• Passion for our customers to build processes that our customer-forward
• Dedication to building your people and helping them create and work towards their development plans
• Loves creative problem solving to dissolve roadblocks
• Desire to build a customer care organization that people will write books about
• Experience using data to build new processes and improve existing ones

Our cash compensation range for this role is $73,000/yr to $118,000/yr in Denver & most major metros. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

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. Should you determine a reasonable accommodation is needed at any point during your candidate journey, please reach out to your recruiting partner.