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Full-Time

Benefits Care Team Leader

Posted on 6/21/2024

Gusto

Gusto

1,001-5,000 employees

Integrated platform for payroll, benefits, and HR

Data & Analytics

Mid

Las Vegas, NV, USA + 2 more

Category
Customer Experience
Customer Success
Customer Support
Customer Success & Support
Requirements
  • 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
  • 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
Responsibilities
  • 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

Gusto provides an integrated platform for automating payroll, benefits, and HR processes, leveraging advanced automation and HR technologies to streamline payroll processing and employee benefits management for businesses.

Company Stage

Series E

Total Funding

$746.2M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

7%

1 year growth

16%

2 year growth

22%

Benefits

It’s a marathon, not a sprint: Employees celebrating 5 or 10 years at Gusto enjoy a month-long sabbatical to travel and relax after all their hard work.

Meals and conversations: Free meals, snacks, and drinks to keep us fueled, but more importantly: they bring people together and foster community.

Wellness for every body: We’re proud to offer inclusive health care such as hormone treatments, gender-affirming surgery, therapy, family planning, and more.

The time you need: Our flexible PTO policy means every employee is encouraged to take the time they need now to keep doing great work, long term.

Family-friendly benefits: Fertility treatments, primary and secondary parental leave, sleep coaching, house cleaning for new parents, and more.

Be well, be you: Get free, comprehensive medical, dental, and vision benefits, plus a monthly fitness stipend and mental health resources too.

INACTIVE