Talking about Gusto is complex. On the one hand, you hear that leadership is there to make ICs and PEs happy, under the "happy employees, happy customers" philosophy, but in reality, everyone is miserable, including the customers. They do invest a lot on their middle management level to coach and empower their teams, but the team is always understaffed, undertrained, and exhausted due to the environment that they are put on.
Under the pretext that performance should be challenging and that they want to "raise the bar," they set extremely difficult KPIs. Working shouldn’t be that hard; providing solutions to customers should be the main focus. However, I think the budgetary aspect speaks louder, so they squeeze as much as possible out of people.
You’d think Gusto would provide the most superb support out there, right? All those high expectations on people, high KPIs, should make this the best support in the world. Instead, it’s the worst customer experience a company can give. Just read the reviews customers leave online. They love the product but hate talking to customer support.
ICs are burned out, tired, and lack the time and resources to provide quality assistance. There is no escalation flow, no urgency, and the product doesn't address customer pain points. I’ve had MANY cases where we literally had no way to solve the customer’s problem. The internal teams who should be helping us, just push back. I've seen MANY employees didn't getting paid, and the employer had to figure things out themselves.
In this environment, the ICs take the blame for not hitting those high bars, leading to huge turnover. Meanwhile, the leadership, who should be held accountable, remains in place. I don’t think anyone making decisions for CX has spoken with a customer in years. They don't even know what payroll is.
