Manager, Business Insurance Servicing

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.

You'll lead the licensed team that keeps our commercial book correctly covered , endorsements, renewals, claims, carrier relationships , while building the systems, SOPs, and automation that let that team scale.

Responsibilities

• Hire, onboard, and lead a small team of licensed account managers
• Own service-level performance for the book , response and resolution time, endorsement cycle time and accuracy, save rate on the cancellation queue, client satisfaction
• Carry the toughest escalations yourself
• Own the carrier relationship on servicing matters
• Translate recurring manual work into product requirements, partnering with product and engineering on automation
• Own the compliance backbone of the function
• Coach your team's growth through regular 1:1s and performance conversations

Requirements

• 5+ years of commercial lines service experience at an independent agency, brokerage, or carrier
• Workers' Compensation depth , class codes, experience modifiers, premium audits, pay-as-you-go WC experience
• Experience working in carrier portals and comfort partnering directly carrier relationship managers
• AI and automation fluency
• A compliance instinct sharp enough to carry supervisory responsibility for licensed staff
• A coaching-first leadership style
• An active Property & Casualty producer license

Preferred

• Prior experience building or scaling a service function from scratch
• Industry designations (CIC, CPCU, CISR, AAI)
• Multi-state or nonresident licensing already in place

Compensation

• Cash compensation range: $92,245.00-$113,000.00 in Denver