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Senior Leader, Client Escalations and Retention



Denver, CO, USA · Orlando, FL, USA · Denver, CO, USA · Orlando, FL, USA · Las Vegas, NV, USA
Posted on Wednesday, June 26, 2024

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.

About the Role:

This is a leadership role within our Engagement Center of Excellence. 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 county. You’re a great fit if you have a history of leading customer service and operations teams.

About the Team:

Gusto is seeking a Manager of Managers to drive our Client Relations and Client Retention teams to new heights. These teams are crucial to how we keep and grow our customer base. This role is right for you if you are both strategic and operationally minded. You can both lead the teams we have today and chart the course for scale. You leverage data to better understand our customers and can put those insights into motion. You are passionate about empowering and growing people through different stages of their careers.

Here’s what you’ll do day-to-day:

Lead and Develop teams

  • Empower two high-performing teams and their People Empowerers, and further develop their skills, capabilities, and competencies.
  • Foster a culture of engagement and excitement to achieve customer-driven results, where Gusties feel empowered to put customers first and develop their careers within the organization.
  • 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 friction points, proactively address potential concerns, and build an understanding of individual team needs and processes.
  • Learn from, strategize with, and collaborate with other teams in the Center of Excellence as you assist in building the framework for this newly emerging team. Constantly look for ways to support Gustomers better.

Harness the power of customer feedback

  • Tell the story of Customer Relations and Retention using data and customer insights collected by the team; partner with your peers in the Center of Excellence to drive outreach to Product, Engineering, Sales, and Marketing teams to unlock improvements
  • Lead CX strategic direction for retaining and helping Gustomers in their biggest times of need, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn, exceptional customer outcomes
  • Solicit regular internal and external partner feedback to lead continuous process improvements to the customer experience, specifically related to 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.

Here’s what we're looking for:

  • 8+ years of experience managing customer service teams, with preference given to candidates who have managed retention or escalation teams.
  • 3+ years managing managers
  • Experience leading and managing distributed teams and programs and have influence management skills.
  • Knowledge of/experience in customer escalations, including social media and review sites.
  • Adaptable and good at context switching. You’re comfortable flexing between strategy and execution.
  • You have organizational agility and can work successfully across a complex environment.
  • You have demonstrated an ability to synthesize the complex, transforming multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives.
  • Project management experience - piloting new ideas, evaluating results, and iterating as needed.
  • Prior customer service experience, call center experience preferred

Our cash compensation amount for this role is targeted at $119,000/yearly - $146,000/yearly in Denver, Las Vegas, and Orlando. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work 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.

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 require assistance in filling out a Gusto job application, please reach out to