Payroll & Taxes Manager

As a Payroll & Tax Team Leader, you will be at the heart of our world-class support team, playing a pivotal role in ensuring businesses run smoothly You’ll lead a dedicated team that leverages Gusto’s powerful platform to handle one of the most vital tasks—ensuring employees get paid accurately and on time while maintaining compliance with state and federal tax laws With your leadership, we’ll continue to set the bar for service excellence, driving customer happiness and industry-leading NPS while supporting over 300,000 businesses (and counting!) You’ll coach and mentor a high-performing team of customer advocates, leading with passion and vision to scale our operation for millions of businesses in the years ahead If you’re excited by the challenge of driving impact for small businesses and their employees, and ready to help Gusto shape the future of work, we want to hear from you! 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 Benefits Gender-affirming care and support Family care and support, including family planning and fertility benefits A variety of mental health resources Medical, dental, and vision insurance for employees and dependents Free meals and refreshments at the office (conversation and community is an added bonus!) Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more Loves creative problem-solving to dissolve roadblocksBackground in payroll and/or tax is desiredBachelor’s degree preferred, but not requiredMinimum of 3 years of experience leading teams of individual contributorsAdopts AI in their daily tasks and works to efficiently use these tools to drive the businessAbility to hire, coach, and retain top talent in a highly complex and regulated support environmentDemonstrated success in continuous process improvementDeep understanding of customer satisfaction indicators and best practicesExperience using data to build new processes and improve existing onesDeep understanding of customer experience, support metrics best practices, and toolsExpertise in identifying, analyzing, and implementing behaviors that build customer loyalty #J-18808-Ljbffr Gusto