Payroll & Tax Team Lead: AI-Driven Support & Growth

Gusto; Scottsdale (AZ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Gender-affirming care

Family care and fertility benefits

Mental health resources

Medical, dental, vision insurance

Free meals in the office

Paid vacation, holidays, and sabbatial

Job summary

Gusto is seeking a Payroll & Tax Team Leader to guide a high‑performing support team responsible for accurate payroll processing and tax compliance for our diverse customer base. You will mentor staff, implement scalable processes, and partner with product to improve tools while driving customer loyalty and NPS growth.

The role emphasizes coaching, data‑driven decision making, and adaptive leadership in a fast‑growing environment.

Qualifications

• Bachelor’s degree preferred, but not required.
• Minimum of 3 years of experience leading teams of individual contributors.
• Adopts AI in daily tasks and works to efficiently use these tools to drive the business.
• Ability to hire, coach, and retain top talent in a highly complex and regulated support environment.
• Demonstrated success in continuous process improvement.
• Deep understanding of customer satisfaction indicators and best practices.
• Experience using data to build new processes and improve existing ones.
• Deep understanding of customer experience, support metrics best practices, and tools.
• Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty.

Responsibilities

• Lead a team of customer advocates and coach daily activities.
• Create an environment of continuous development and improvement through mentoring and feedback.
• Empower the team to use scalable systems and metrics to monitor and improve the customer experience.
• Understand team performance and coach individuals to meet or exceed goals.
• Communicate company initiatives, OKRs, and metrics used to measure growth and performance in customer support.
• Use data to identify improvements for tools and processes as we scale.
• Build a culture of collaboration with the product team to prioritize impactful product enhancements.
• Partner cross-functionally to develop skills and capabilities over time.
• Utilize AI to learn quickly and drive efficiency and organizational change.

Skills

Team leadership

Coaching

AI adoption

Data-driven decision making

Customer experience

Education

Bachelor’s degree

Job description

Gusto is seeking a Payroll & Tax Team Leader to guide a high‑performing support team responsible for accurate payroll processing and tax compliance for our diverse customer base. You will mentor staff, implement scalable processes, and partner with product to improve tools while driving customer loyalty and NPS growth.

The role emphasizes coaching, data‑driven decision making, and adaptive leadership in a fast‑growing environment.