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Senior Leader, Escalation Services at Gusto, Inc. - ApplyBlast

Senior Leader, Escalation Services

Gusto, Inc.

26 days ago

1.2 on Glassdoor

Denver, Colorado, United States

Hybrid

Full Time

Senior

0 applicants

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About this role

Gusto is seeking a Senior Leader to manage and redesign its Escalation Services team within Benefits Services, overseeing white-glove resolution for high-stakes customer cases while rebuilding the escalation ecosystem for scalability. The role involves leading a team of specialists, driving cross-functional root-cause analysis, and implementing AI-driven automation to improve resolution speed and operational efficiency. Success is measured by reduced escalation volume, improved time-to-resolution, and the establishment of trusted leadership reporting.

Responsibilities

Lead and coach the Escalation Services team to resolve high-stakes customer cases
Redesign the end-to-end escalation operating model and automation roadmap
Build root-cause analysis practices and define escalation policies for leadership

Skills

About Gusto, Inc.

gusto.com

Headquarters

San Francisco, California, United States

Company Size

1001-5000 employees

Founded

2011

View Profile

Gusto is a cloud-based people platform that helps small and midsize businesses run payroll, manage benefits, and handle HR and compliance. Its product suite includes automated payroll and tax filing, contractor payments, employee onboarding and time tracking, plus benefits administration (health insurance, 401(k), etc.) and self-service tools for employees. Companies choose Gusto for its integrated, user-friendly experience, compliance automation, and broad integrations with accounting and productivity tools. Founded as ZenPayroll and later rebranded to Gusto, the company focuses on simplifying people operations for growing businesses.