Manager, Business Insurance Servicing

Denver, CO - Hybrid · USD 92,245-113,000 · 1-2 years experience · Hybrid · Posted Oct 14, 2026

At a glance

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.
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 Total Rewards philosophy.
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.

Gusto is building its own P&C insurance agency, and the servicing team is growing alongside it.
You will lead the licensed team that keeps the commercial book correctly covered, including endorsements, renewals, claims, and carrier relationships.
This is a hands-on leadership role where you will hire, coach, and grow a small licensed team while building systems, SOPs, and automation.

Hire, onboard, and lead a small team of licensed account managers, setting service standards, escalation paths, and quality bars.
Own service-level performance for the book, including response and resolution time, endorsement cycle time and accuracy, save rate on the cancellation queue, and client satisfaction.
Carry the toughest escalations yourself, such as contested or rescinded broker-of-record situations, complex coverage disputes, and carrier issues.
Own the carrier relationship on servicing matters, including appointment paperwork, escalation channels, and SLA negotiation.
Translate recurring manual work into product requirements and partner with product and engineering on automation.
Push your team's fluency with AI tools in daily service work.
Own the compliance backbone of the function, including supervision documentation, continuing education tracking, and record retention for licensed communications.
Coach your team's growth through regular 1:1s and performance conversations and build the hiring plan that keeps pace with the book.

5+ years of commercial lines service experience at an independent agency, brokerage, or carrier, including 1–2+ years leading or supervising a service team.
Workers' Compensation depth including class codes, experience modifiers, and premium audits.
Experience working in carrier portals such as Hartford and AmTrust.
AI and automation fluency with a track record of turning manual processes into automated ones.
An active Property & Casualty producer license (Colorado resident preferred, or obtainable within 90 days with Gusto's support), plus willingness to obtain nonresident licenses.

Pay-as-you-go WC experience
Prior experience building or scaling a service function from scratch at an agency, insurtech, or MGA
Industry designations such as CIC, CPCU, CISR, or AAI
Multi-state or nonresident licensing already in place

Hybrid role based in Denver, CO with expected office presence approximately 2-3 days per week.
Requires regular and predictable attendance whether working in-office, hybrid, or fully remote.
Requires a secure, reliable, and consistent internet connection when approved to work from a non-office location.