Manager, Dedicated Service Advisors
About The Position
As a Dedicated Service Advisor PE, you'll lead a team of Advisors who serve as the single point of contact for Gusto's most valued customers. You'll coach and develop your team to deliver proactive, high-touch support, strengthen customer relationships, and drive loyalty. You'll partner cross-functionally to remove barriers, improve processes, and influence product decisions based on customer insights. Your leadership will ensure operational excellence, empower your team to move quickly and think creatively, and help scale the Dedicated Service model to deliver an exceptional customer experience. The Dedicated Service team is a segment of our Customer Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customers (~150 customers), serving as product experts, and providing trusted and efficient service.
Requirements
- Minimum of 3 years experience leading teams of high performing individual contributors.
- Background in payroll required.
- Deep understanding of customer satisfaction indicators and best practices.
- Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty.
- Demonstrated success in continuous process improvement.
- A love for creative problem-solving to dissolve roadblocks.
- Experience using data to build new processes and improve existing ones.
- Ability to hire, coach, and retain top talent in a highly complex and regulated support experience.
- Demonstrated AI Accumen: Experience leveraging AI to drive process and decisions.
Nice To Haves
- Background in benefits/ health insurance preferred.
- Experience with Gusto platform or similar preferred.
- Bachelor's degree preferred but not required.
Responsibilities
- Lead and develop a high-performing team of Dedicated Service Advisors, fostering deep product expertise, strong customer ownership, and operational excellence.
- Coach Advisors to deliver proactive, relationship-driven support that builds trust, drives satisfaction, and reduces churn across their book of business.
- Monitor performance metrics and customer health to identify trends, escalate risks, and ensure a consistent, exceptional customer experience.
- Partner cross-functionally with Sales, Product, Payroll, Benefits, and Risk teams to remove barriers, streamline processes, and influence roadmap decisions through customer insights.
- Drive operational strategy and continuous improvement, ensuring scalable systems, workflows, and best practices for both reactive and proactive support.
- Foster a culture of critical thinking and creative problem-solving, empowering Advisors to navigate ambiguity and deliver thoughtful, consultative solutions.
- Champion team engagement and development, using coaching, feedback, and recognition to build confidence, accountability, and long-term career growth.
- Leverage AI and automation to dramatically improve team efficiency and customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Food Services and Drinking Places
Number of Employees
1,001-5,000 employees
