Payroll & Tax Operations Leader

Gusto; Denver, Scottsdale (CO, AZ); Hybrid; USD 74,000 - 91,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive benefits

Career growth & development

Job summary

Gusto seeks a Payroll & Tax Team Leader to guide a high-performing customer advocacy group, ensuring accurate payroll, tax compliance, and exceptional service for 300,000+ businesses. You will mentor and scale our support operation, partnering with product and other teams to implement improvements and drive NPS growth.

AI tools will be used to streamline processes. You will shape a culture of excellence, coach teams, and leverage data to raise service levels while maintaining regulatory

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Customer experience

Data-driven decisions

Coaching & mentoring

Problem solving

Education

Bachelor's degree preferred

Tools

Support tools

Job description

Gusto seeks a Payroll & Tax Team Leader to guide a high-performing customer advocacy group, ensuring accurate payroll, tax compliance, and exceptional service for 300,000+ businesses. You will mentor and scale our support operation, partnering with product and other teams to implement improvements and drive NPS growth.

AI tools will be used to streamline processes. You will shape a culture of excellence, coach teams, and leverage data to raise service levels while maintaining regulatory