Payroll & Tax Team Lead — Scale Impact & Excellence

Gusto, Inc.; Denver (CO); Hybride; USD 74 000 - 91 000; Plein temps

Résumé du poste

Gusto, Inc. is seeking a Payroll & Tax Team Leader to guide a high-performing support team responsible for payroll accuracy and tax compliance. You will mentor staff, use Gusto's platform to ensure accurate, on-time payroll, and maintain regulatory alignment, driving customer happiness and strong NPS.

You will coach a team of advocates, scale operations for millions of businesses, and collaborate with product teams to reduce inbound inquiries while embracing AI to enhance processes and outcomes.

Qualifications

• Minimum of 3 years of experience leading teams of individual contributors.
• Deep understanding of customer experience, support metrics, best practices, and tools.
• Background in payroll and/or tax is desired.
• Ability to hire, coach, and retain top talent in a complex support environment.
• Adopts AI in daily tasks and uses tools to drive the business.

Responsabilités

• Lead a team of customer advocates and support daily activities.
• Mentor and coach for continuous development and improvement.
• Use scalable systems and metrics to monitor and improve customer experience.
• Coach individuals to meet or exceed performance goals.
• Communicate company initiatives, OKRs, and growth metrics to the team.
• Collaborate with product teams to prioritize product enhancements.
• Use data to identify tool/process improvements as we scale.

Connaissances

Team leadership

Customer experience

Problem solving

Payroll knowledge

Data-driven

Formation

Bachelor's degree preferred

Description du poste

Gusto, Inc. is seeking a Payroll & Tax Team Leader to guide a high-performing support team responsible for payroll accuracy and tax compliance. You will mentor staff, use Gusto's platform to ensure accurate, on-time payroll, and maintain regulatory alignment, driving customer happiness and strong NPS.

You will coach a team of advocates, scale operations for millions of businesses, and collaborate with product teams to reduce inbound inquiries while embracing AI to enhance processes and outcomes.