CX L&D Facilitator

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 200,000 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 looking for a CX Learning and Development Facilitator to join our L&D team. As a member of the CX L&D team, you will be engaged in facilitating our high-volume, role-based training programs for CX Benefits (Member Operations, Onboarding Advocates, Group Ops Submission & Group Ops Confirmation) teams, designing and implementing learning solutions, working on systems and tools training, and providing ongoing coaching and performance support to Gusties while in production. We are looking for an individual with passion and expertise in customer service, coaching, facilitation, and instructional design.

 

What it is like to Work with Gusto

Here’s what you’ll do day-to-day:

• Facilitate formal training for our CX Benefits teams: Member Operations, Onboarding Advocates, Group Ops Submission & Group Ops Confirmation

• Coordinate the logistics and communications required for each new cohort of learners

• Perform needs analysis and use CX metrics to identify areas of improvement within our training programs

• Develop CX training content using various digital modalities (eLearning, video, podcasts) and leverage the Gusto LMS platform to disseminate content and measure effectiveness.

• Create tools and systems training in partnership with multiple cross-functional teams

• Develop and facilitate ad hoc training content aligned with CX business objectives

• Own the reporting and communication of training performance metrics and ROI to all the relevant stakeholders.

• Conduct QA process and provide ongoing performance support and enablement coaching where appropriate to new-in-role Gusties in production

Here’s what we're looking for:

• 2+ years facilitating live training sessions

• SME in one of the following Gusto Benefits teams: Member Operations, Group Operations Submission and Confirmation, and Onboarding Advocates

• 3+ years of experience in the field of customer experience, learning & development, or call centers

• Instructional Design experience is highly preferred 

• Ability to communicate clearly to people at all levels

• Passion for customer service training, facilitation, and coaching

• Enthusiasm, passion, and excitement for your work 

• Experience using eLearning content building tools a plus (Elucidat, EasyGenerator, Articulate, Captivate, Camtasia, etc)

Our cash compensation amount for this role is targeted at $69,000-$79,000 in Denver & most remote locations, and $86,000 - $98,000 for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate 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. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@gusto.com.