Gusto
Advanced Product Specialist Team Leader
Gusto, Denver, Colorado, United States, 80285
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.
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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.
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