Consumer Money Team Lead
Gusto is a payroll and HR platform that helps small businesses pay domestic and international employees, manage benefits, and automate compliance.
Projects
About Gusto
Gusto serves small and mid-sized businesses with payroll processing, employee benefits administration, and HR tools in one platform. Users can run payroll, manage health insurance, hire globally, and pay international contractors in local currency or USDC stablecoins. The platform automates payroll tax filings across multiple states and integrates with tools like QuickBooks and Xero.
Skills
About the Role
You will lead a Tier 2 Money Advanced Care team of 10-12 people, delivering high-quality support across banking, disputes, and money movement escalations. You will oversee complex case resolution, coach team members as a subject matter expert in banking operations, and drive operational excellence using data to improve workflows and team performance. You will build a culture of continuous development, partner cross-functionally to translate company priorities into execution, and champion the adoption of AI, automation, and strong incident management practices.
Requirements
- 5+ years of experience in payroll operations, banking operations, financial services operations, customer support, or related regulated environments
- Deep expertise in payroll operations, banking, and financial services including tax filings, payroll corrections, off-cycle runs, ACH and wire activity, disputes, funds recovery, and regulatory compliance
- Strong experience resolving high-stakes customer and partner issues in regulated financial environments
- Proven success coaching and developing people and building high-performing teams
- Strong continuous improvement mindset using data, AI, automation, and better workflows
- Thoughtful use of AI tools with critical review of outputs for accuracy, tone, bias, and customer empathy
- Application of AI within privacy and compliance guardrails
Responsibilities
- Lead a Tier 2 Money Advanced Care team of 10-12 across banking, disputes, and money movement escalations
- Oversee complex case resolution including cash account applications, banking error investigations, funds recovery, and financial institution escalations
- Serve as a subject matter expert in banking and money movement operations and coach team members
- Drive operational excellence by leading initiatives and using data to improve workflows, tools, and team performance
- Build a culture of continuous development and improvement through coaching, feedback, and process design
- Partner cross-functionally to advance improvements and translate company priorities and OKRs into team execution
- Champion adoption of AI, automation, and strong incident management practices
- Demonstrate strong leadership through planning, decision-making, and execution
Benefits
- Competitive base pay
- Benefits
- Equity (RSUs)
