Client Relations Team Leader

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. 

As a People Empowerer in Client Relations, your role will involve empowering a team of Client Relations Specialists and Program Managers. You will have oversight of Executive and Social Media concerns, including reporting on metrics and trends from those programs, ownership of OKRs, and development of Gustie career paths. You will develop your team to best hear feedback, then answer questions, find solutions, and navigate Gustomers to the best possible outcome for their businesses. But you will also be building an emerging program that will help retain customers and earn customer love. You will make sure that your daily activities are in line with the program's overarching goals.

This role is part of our Client Relations and Retention team, within our Customer Engagement organization. Our Engagement organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the country.

Here’s what you’ll do day-to-day:

• Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feel empowered to put customers first and develop their careers within the organization.
• Empower a team of Client Relations specialists and program managers to retain Gusto clients and find solutions for escalated customers.
• Lead CX strategic direction for Gusto’s customers, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn, exceptional customer outcomes
• Drive responsibility for the execution of quarterly and annual objectives
• Lead change management in planning and facilitating organization-wide improvement to the customer experience.
• Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience, specifically within 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.
• Partner cross-functionally to unblock points of friction and proactively address potential concerns, along with building an understanding for individual team needs and processes. 
• With the Head of Client Relations, define program objectives, scope, and success criteria. Work closely together to ensure alignment of the program with the overall CX strategy.
• Be able to perform your duties in a fast-paced environment while quickly adapting to resolve customer issues across multiple support channels. This is an ever-growing, ever-changing role and team, so an ability to think creatively, pivot quickly, live in ambiguity, and collaborate strategically is crucial. 
• Solicit regular customer feedback to lead continuous process improvements to the customer experience.
• Learn from, strategize with, and collaborate with other teams like Customer Success and CXDI as you assist in building the framework for this newly emerging support team. 
• Provide regular program updates and reports to senior management and stakeholders.

Here’s what we're looking for:

• 1+ yrs social media escalations management experience
• 3+ years of leadership experience, preference for experience leading leaders: setting strategic vision, and empowering high-performance teams
• 3 - 6 years minimum of escalations management experience in CX and technology, preferably in executive and social media
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Team Player: A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself on maintaining a professional brand and image.
• Resilient: Conflict resolution skills and a personality that thrives in a dynamic environment. Ability to