About the Role:

As a Payroll & Tax Team Leader, you will be at the heart of our world-class support team, playing a pivotal role in ensuring businesses run smoothly. You'll lead a dedicated team that leverages Gusto's powerful platform to handle one of the most vital tasks—ensuring employees get paid accurately and on time while maintaining compliance with state and federal tax laws. With your leadership, we'll continue to set the bar for service excellence, driving customer happiness and industry-leading NPS while supporting over 300,000 businesses (and counting!).

You'll coach and mentor a high-performing team of customer advocates, leading with passion and vision to scale our operation for millions of businesses in the years ahead. If you're excited by the challenge of driving impact for small businesses and their employees, and ready to help Gusto shape the future of work, we want to hear from you!

Here’s what you’ll do day-to-day:

• Lead a team of passionate individuals and support their daily activities.
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback.
• Empower your team to use scalable systems and metrics to monitor and improve the customer experience.
• Understand your team's performance and coach 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 company initiatives, OKRs, and metrics used to measure growth and performance in customer support.
• Use data to identify how we can improve our tools and processes as we scale.
• Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries.
• Partner cross-functionally to develop your team's skills and capabilities over time. 
• Utilized AI to learn quickly, create process improvement, gain efficiencies and drive organizational change for you and your team.  

Here’s what we're looking for:

• Minimum of 3 years of experience leading teams of individual contributors.
• Deep understanding of customer experience, support metrics, best practices, and tools.
• Loves creative problem-solving to dissolve roadblocks.
• Background in payroll and/or tax is desired.
• Deep understanding of customer satisfaction indicators and best practices.
• Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty.
• 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 support environment.
• Bachelor's degree preferred, but not required. 
• Adopts AI in their daily tasks and works to efficiently use these tools to drive the business