Senior Leader, Client Escalations and Retention Specialist

3 weeks ago

Phoenix, Arizona, United States Gusto Full time

About Gusto

Gusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses nationwide.

About the Role:

This leadership position is a key part of our Engagement Center of Excellence, driving our Client Relations and Client Retention teams to new heights. As a seasoned manager, you will lead high-performing teams and develop their skills, capabilities, and competencies. You will foster a culture of engagement and excitement, empowering Gusties to put customers first and develop their careers within the organization.

About the Team:

Gusto is seeking a strategic and operationally-minded leader to drive our Client Relations and Client Retention teams. You will leverage data to better understand our customers and chart the course for scale. You will be passionate about empowering and growing people through different stages of their careers.

Key Responsibilities:

  • Lead and develop two high-performing teams and their People Empowerers, further developing their skills, capabilities, and competencies.
  • Foster a culture of engagement and excitement to achieve customer-driven results, where Gusties feel empowered to put customers first and develop their careers within the organization.
  • Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience.
  • Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes.
  • Learn from, strategize with, and collaborate with other teams in the Center of Excellence as you assist in building the framework for this newly emerging team.

Requirements:

  • 7+ years of experience managing customer service teams, with a preference for candidates who have managed retention or escalation teams.
  • 3+ years managing managers.
  • Experience leading and managing distributed teams and programs, with influence management skills.
  • Knowledge of/experience in customer escalations, including social media and review sites.
  • Adaptable and good at context switching, comfortable flexing between strategy and execution.
  • Organizational agility and ability to work successfully across a complex environment.
  • Demonstrated ability to synthesize complex information, transforming multiple inputs into simple, straightforward actions and initiatives.
  • Project management experience, piloting new ideas, evaluating results, and iterating as needed.
  • Prior customer service experience, call center experience preferred.

What We Offer:

Gusto offers a competitive cash compensation package, with a target range of $119,000 to $146,000 yearly in Denver and most remote locations, and $141,000 to $172,000 yearly in San Francisco and New York. We also offer a comprehensive benefits package, including health insurance, 401(k)s, and team management tools.

Work Environment:

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations will be expected to work from the office on designated days, approximately 2-3 days per week. The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Equal Opportunity Employer:

Gusto is proud to be an equal opportunity employer, committed to building a collaborative and inclusive workplace. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

  • Senior Leader, Client Escalations and Retention Specialist

    4 weeks ago

    Phoenix, Arizona, United States Gusto Full time

    About GustoGusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses...

  • Senior Director, Consumer Retention Specialist

    3 days ago

    Phoenix, Arizona, United States Varsity Tutors Full time

    About the RoleWe are seeking a highly experienced Senior Director, Consumer Retention to lead our customer retention division and drive business growth through effective retention strategies. The ideal candidate will have a proven track record of leading high-volume customer service operations and possess a deep understanding of customer lifecycle...

  • Senior Client Service Specialist

    3 days ago

    Phoenix, Arizona, United States RSM US LLP Full time

    Empowering Our Clients and PeopleWe are the leading provider of professional services to the middle market globally, instilling confidence in a world of change. Our exceptional people are the key to our Client Service, delivering exceptional results through our Specialist, Service Manager, Senior, Engagement, Project Management, Accounting, and Business...

  • Senior Client Intake Specialist

    1 week ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Job Title: Senior Client Intake SpecialistWe are seeking a highly skilled Senior Client Intake Specialist to join our team at The Matian Firm, APC. As a key member of our client services team, you will be responsible for providing exceptional customer service and ensuring a seamless client experience.Key Responsibilities:Screen and qualify potential new...

  • Senior Client Intake Specialist

    6 days ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Senior Client Intake SpecialistWe are seeking a highly skilled Senior Client Intake Specialist to join our team at The Matian Firm, APC. As a key member of our staff, you will be responsible for providing exceptional client service and ensuring a seamless onboarding experience for our clients.Key Responsibilities:Screen telephone calls and schedule...

  • Senior Client Intake Specialist

    4 weeks ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Senior Client Intake SpecialistWe are seeking an experienced Senior Client Intake Specialist to join our team at The Matian Firm, APC. As a key member of our staff, you will be responsible for screening potential clients, obtaining case details, and working closely with our attorneys to determine the best course of action for each...

  • Senior Client Intake Specialist

    4 days ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Senior Client Intake SpecialistWe are seeking an experienced Senior Client Intake Specialist to join our team at The Matian Firm, APC. As a key member of our staff, you will be responsible for screening potential clients, obtaining case details, and working closely with our attorneys to determine the best course of action for each...

  • Customer Retention Specialist

    2 months ago

    Phoenix, Arizona, United States Mediabistro Full time

    About the RoleWe are seeking a highly motivated and results-driven Customer Retention Specialist to join our team. As a key member of our sales and account management team, you will be responsible for building and maintaining strong relationships with our customers, identifying opportunities to upsell and cross-sell our products and services, and ensuring...

  • Senior Client Intake Specialist

    3 days ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Senior Client Intake SpecialistAt The Matian Firm, APC, we are seeking a highly skilled Senior Client Intake Specialist to join our team. This role is responsible for providing exceptional client service, ensuring seamless case management, and driving business growth through effective sales and marketing strategies.Key Responsibilities:Screen and qualify...

  • Associate Client Advocate

    1 month ago

    Phoenix, Arizona, United States WTW Full time

    Job SummaryThe Associate Client Advocate (ACA) is a key role within our organization, responsible for delivering exceptional client experiences and driving business growth. As an ACA, you will be the primary point of contact for clients, providing strategic planning and consulting advice to help them achieve their insurance and risk management goals.Key...

  • Senior Client Service Specialist

    3 weeks ago

    Phoenix, Arizona, United States RSM Global Full time

    About the RoleWe are seeking a highly skilled Senior Client Service Specialist to join our team at RSM Global. As a key member of our client service team, you will be responsible for delivering exceptional client experiences and driving business growth.Key ResponsibilitiesCollaborate with engagement teams to develop key milestones, schedules, and timelines,...

  • Senior Client Intake Specialist

    1 month ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Senior Client Intake SpecialistWe are seeking a highly skilled Senior Client Intake Specialist to join our team at The Matian Firm, APC. As a key member of our staff, you will be responsible for providing exceptional customer service to prospective clients, screening leads, and obtaining case details to determine if a case should be retained.Key...

  • Senior Client Intake Specialist

    1 month ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Senior Client Intake SpecialistWe are seeking a highly skilled Senior Client Intake Specialist to join our team at The Matian Firm, APC. As a key member of our staff, you will be responsible for providing exceptional customer service to prospective clients, screening leads, and obtaining case details to determine if a case should be retained.Key...

  • Vice President of Client Experience Management

    3 weeks ago

    Phoenix, Arizona, United States Unislink Full time

    Job DescriptionUnisLink is seeking an experienced Vice President of Client Experience to oversee high-risk, high-volume accounts within the Operations team. This role promotes positive customer experiences, fosters relationships, and supports brand loyalty. The successful candidate will report directly to the Senior VP of US Operations and serve as the face...

  • Client Support Specialist

    4 weeks ago

    Phoenix, Arizona, United States Lyra Health Full time

    About Lyra HealthLyra Health is a pioneering company transforming mental health care through technology and human touch. We aim to help individuals feel emotionally healthy at work and at home by providing innovative digital care platforms and a global provider network.About the RoleThe Client Support Specialist Level 1 will play a crucial role in supporting...

  • Client Service Specialist

    4 days ago

    Phoenix, Arizona, United States First Citizens Bank Full time

    Job Title: Client Service Specialist IJob Summary: We are seeking a highly skilled Client Service Specialist I to provide exceptional support to our commercial clients. As a key member of our team, you will be responsible for delivering timely and accurate resolutions to client inquiries, ensuring a positive client experience.Key Responsibilities:Provide...

  • Client Success Specialist

    3 weeks ago

    Phoenix, Arizona, United States AAA Landscape Full time

    Job Title: Client Success SpecialistAAA Landscape is a dynamic and innovative landscape company dedicated to excellence. We are seeking a motivated and customer-focused Client Success Specialist to join our team.Job Summary:The Client Success Specialist will play a key role in ensuring our clients receive exceptional service and support. The successful...

  • Senior Client Intake Specialist

    4 weeks ago

    Phoenix, Arizona, United States The Matian Firm, APC Full time

    Job OpportunityWe are seeking a highly skilled Senior Client Intake Specialist to join our team at The Matian Firm, APC. As a key member of our client relations team, you will be responsible for screening potential clients, obtaining case details, and working closely with our attorneys to determine the best course of action for each case.Key...

  • Senior Benefits Specialist

    3 weeks ago

    Phoenix, Arizona, United States OneDigital | Resourcing Edge Full time

    Job Title: Senior Benefits SpecialistAt OneDigital | Resourcing Edge, we are seeking a highly skilled Senior Benefits Specialist to join our team. As a key member of our benefits team, you will be responsible for ensuring our customers can hire, onboard, and understand their benefits for themselves and their employees.Key Responsibilities:Assist with the...

  • Technology Support Specialist

    4 weeks ago

    Phoenix, Arizona, United States Adobe Care And Wellness LLC Full time

    Job Title: Technology Support SpecialistWe are seeking a highly skilled and motivated Technology Support Specialist to join our team at Adobe Population Health. As a key member of our IT department, you will be responsible for providing top-notch technical support to our internal customers, ensuring that they have a seamless and efficient experience with our...