Manager, Dedicated Service Advisor

<div class="content-intro"><p style="line-height: 1.2;">&nbsp;</p> <hr> <p><strong>About Gusto</strong></p> <p>At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.</p> <p>&nbsp;<br>All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our<a href="https://gusto.com/about/careers/total-rewards" target="_blank"> <u>Total Rewards philosophy</u></a>.</p> <p>&nbsp;<br>AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.</p></div><p><strong>About the Role:</strong></p> <p>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.</p> <p>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.</p> <p><strong>About the Team:</strong></p> <p>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.</p> <p><strong>Here’s what you’ll do day-to-day:</strong></p> <ul> <li>Lead and develop a high-performing team of Dedicated Service Advisors, fostering deep product expertise, strong customer ownership, and operational excellence.</li> <li>Coach Advisors to deliver proactive, relationship-driven support that builds trust, drives satisfaction, and reduces churn across their book of business.</li> <li>Monitor performance metrics and customer health to identify trends, escalate risks, and ensure a consistent, exceptional customer experience.&lt