Gusto
Trusted by 300,000 businesses and their teams with modern HR tools, payroll, and benefits.
compliance
1001 - 5000
Senior Leader - Client Escalations and Retention
August 8
🏢 In-office - Manhattan
Gusto
Trusted by 300,000 businesses and their teams with modern HR tools, payroll, and benefits.
compliance
1001 - 5000
Description
• Leadership role within Engagement Center of Excellence. • Drive Client Relations and Client Retention teams. • Foster a culture of engagement and excitement. • Lead CX strategic direction for retaining Gustomers. • Solicit feedback for continuous process improvements.
Requirements
• 7+ years of experience managing customer service teams, with preference for retention or escalation teams. • 3+ years managing managers. • Experience leading distributed teams and influence management skills. • Knowledge of customer escalations, including social media and review sites. • Adaptable and comfortable switching between strategy and execution. • Organizational agility and ability to work across complex environments. • Ability to synthesize complex inputs into simple actions. • Project management experience in piloting new ideas. • Prior customer service experience, call center experience preferred.
Benefits
• Physical office spaces in Denver, San Francisco, and New York City. • Expected to work from the office 2-3 days per week. • Equal opportunity employer committed to diversity and inclusion. • Reasonable accommodations for qualified individuals with disabilities.
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