CX Learning and Development Facilitator

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About The Role

This role is part of our Learning & Development team, within our Customer Engagement organization. Our CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

About The Team

Our CX Learning & Development team is continuing to build an excellent customer experience and ensure customers feel supported throughout their Gusto journey - and it begins with equipping new agents to feel ready to do their jobs. We are seeking a skilled and motivated customer service training Facilitator to deliver new hire and upskill training and contribute to the company's growth and success. The ideal candidate will have a proven track record in leading new hire training, preferably in the payroll industry.

Facilitation

Here’s what you’ll do day-to-day:

• Deliver training through in-person, virtual, and blended training to meet the various needs of the Engagement, PayOps, and Benefits teams. Training events can include new hires, advanced skills, career progression readiness, leadership, and individual or team performance support.
• Manage all aspects of classroom preparation including creating/distributing agendas, learning materials, scheduling invitations, managing rosters, scorecards, and other requirements as needed.
• Foster a positive team culture focused on collaboration, innovation, and continuous improvement.
• Maintain proficiency /delivery certification in required role-specific content including general Gusto product knowledge.
• Collect and share feedback from trainees for the purposes of self-development and program enhancements.
• Work with a Builder mindset. We are pioneers with this team, and won’t have it all figured out in the beginning. We need resilient and determined team members who can tell us when we don’t yet have it figured out– and who can see a better way forward.
• Serve as a culture carrier for Gusto’'s culture and values.
  
  

Subject Matter Expertise

• Maintain advanced knowledge of Gusto’s products in order to certify new training content.
• Leverage non-training time to determine future training needs and enhancements and maintain knowledge of Gusto’s services, processes, and products.
• Participate in cross-departmental training initiatives.
  
  

Training And Development Development Work

• Collect and analyze feedback from cross-functional leadership and subject matter experts to make change recommendations.
• Conduct needs analysis and develop training material to be utilized at the team level.
• Manage the structure and organization of training material in various knowledge management systems.
  
  

Here’s What We're Looking For

• 3+ years of training experience required.
• Knowledge of/experience in applying learning theories and principles including adult learning theory.
• Strong interpersonal skills to be able to communicate effectively with a multitude of personalities.
• Attention to detail, analytical, and critical thinking skills.
• Demonstrated experience training in a high volume customer service call center environment facilitating new hire training and continuous education.
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies.
• This role has a travel requirement: travel requirements could range from 75% during peak hiring months to 50% the rest of the year.
• Tech Savvy: You know your way around GSuite, a Mac, Salesforce, JIRA, and Slack.
• Team Player: A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a professional brand and image.
• Handles stress well: Conflict resolution skills and a personality that thrives in a dynamic environment. Ability to handle - and even thrive - in an urgent and ambiguous environment with grace and composure.
• Great written and verbal communicator: Loves writing and talking about technical concepts to a wide range of audiences and understands the importance of listening to the customer before delivering service.
  
  

Our cash compensation range for this role is $93,000 to $109,000 in Denver, Las Vegas and Orlando. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees 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). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.