P&C Insurance Servicing Lead & Automation

Gusto, Inc.; Denver (CO); Hybrid; USD 92,000 - 113,000; Full time

Job summary

Gusto is building its own P&C insurance agency, and our servicing team is growing with it. You will lead the licensed team that keeps our commercial book properly covered—endorsements, renewals, claims, and carrier relationships—while building the systems and automation that let that team scale without headcount growth.

This is a hands-on leadership role: hire, coach, and grow a small licensed team, own service quality and compliance for the function, and still pick up the phone when it matters.

Qualifications

• 5+ years of commercial lines service experience at an independent agency, brokerage, or carrier.
• 1–2+ years of leading or supervising a service team.
• Active Property & Casualty producer license; Colorado resident preferred, or obtainable within 90 days with company support.
• Experience using AI tools in real service work and turning manual processes into automated ones.
• Ability to ensure compliance and sign-offs for licensed staff.

Responsibilities

• Hire, onboard, and lead a small team of licensed account managers with defined service standards.
• Own SLAs: response/resolution time, endorsement cycle time, and client satisfaction; report to Financial Services leadership.
• Handle escalations personally for complex cases and broker-of-record situations.
• Manage carrier relationships and represent servicing in cross-functional planning with product and engineering.
• Translate recurring manual tasks into product requirements and automate with AI tools.
• Oversee compliance, training tracking, and record retention for licensed communications; collaborate with Legal and Compliance.
• Coach team through regular 1:1s and build a hiring plan to scale with the book.

Skills

Leadership

Coaching

AI fluency

Client service

Communication

Tools

Carrier portals (Hartford, AmTrust)

Job description

Gusto is building its own P&C insurance agency, and our servicing team is growing with it. You will lead the licensed team that keeps our commercial book properly covered—endorsements, renewals, claims, and carrier relationships—while building the systems and automation that let that team scale without headcount growth.

This is a hands-on leadership role: hire, coach, and grow a small licensed team, own service quality and compliance for the function, and still pick up the phone when it matters.