Gusto, Inc.18 дней назад
Менеджер по работе с клиентами (CX)
5 714–7 000 ₽в месяц · до вычета
РЫНОК
13 634 ₽медиана по профессии
Tech Lead / Team Lead · 356 вакансий с указанной зарплатой
5 092половина предложений: 9 708–18 1041,2 млн
Ниже рынка · выше 3% предложений
Chicago
Обязанности
- 01Act as the primary point of contact for B2B/SMB customers, consulting on complex plan inquiries via email and phone
- 02Own your cases end-to-end and set the bar for what great service looks like
- 03Proactively identify at-risk customers and implement tailored save strategies — whether through pricing flexibility, service improvements, or product enhancements
- 04Partner with Sales, Product, Engineering, and Operations to troubleshoot issues and advocate for customers across the organization
- 05Translate customer feedback into clear, actionable insights that fuel product and process improvements
- 06Provide customers with the training and resources they need to get the most out of our platform
- 07Derive insights from client data to proactively address issues, inform decisions, and drive better outcomes for customers and the business
- 08Triage, troubleshoot, and escalate technical bugs with clear documentation so our Engineering team can act quickly
- 09Keep customer interaction records up to date to ensure consistency and alignment with team KPIs
- 10Dig into root causes, develop effective solutions, and consider downstream impacts — especially for plan-level changes
- 11Use AI tools to work more efficiently and deliver smarter, faster solutions for customers and teammates alike
Требования
- 013+ years of experience in customer service or contact center environments, preferably in B2B SaaS
- 023+ years in a full-time customer support or customer care role, preferably managing customer relationships; retirement experience strongly preferred
- 03Composure under pressure — you keep customer satisfaction and performance high even during the busiest periods
- 04Adaptability — you shift with changing priorities without losing focus on quality
- 05Analytical thinking — you're comfortable working with data, identifying trends, and using insights to drive decisions
- 06Clear-headed problem solving — you diagnose issues at both individual and systemic levels and implement solutions that stick
- 07Cross-functional influence — you can work across teams and bring stakeholders along with you
- 08Customer-first mindset —You keep the customer experience at the forefront of every decision, delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust
- 09Excellent communication — clear, empathetic, and effective with customers and colleagues alike
- 10Sound judgment — you weigh the downstream impact of a decision before making it, balancing customer needs against business risk to make the right call, even when there's no SOP to guide you
- 11Strong organization — you manage high volumes, competing priorities, and tight timelines without dropping the ball
- 12Retention focus — you think strategically about how to keep customers happy and loyal
- 13Quick product mastery — you pick up new tools and platforms fast and can speak to them with confidence
Условия
- 01All full-time employees receive competitive base pay, benefits, and equity (RSUs)
- 02Offer amounts are determined by role, level, and location
- 03Gusto has physical office spaces in Denver, San Francisco, and New York City
- 04Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role)