Gusto

Consumer Money Team Lead

Denver, CO; Phoenix, AZ · Full-time

Sponsorship not specifiedDetected 22 hours ago

OKRsCustomer SupportLeadershipProblem SolvingMentoring

About the role

This team plays a critical role in empowering ICs to navigate complex customer interactions with confidence, clarity, and strong ownership from intake through resolution.
The ideal leader for this role brings deep expertise in banking, disputes, and money movement, along with a strong commitment to continuous improvement and AI-driven innovation.
The team of 10-12 ICs handles everything from cash account applications and banking error investigations to funds recovery and financial institution escalations, always with a focus on timely, accurate, and customer-centered outcomes.

Lead a Tier 2 Money Advanced Care team of 10-12, delivering high-quality support across Money Services, including banking, disputes, money movement escalations, and other advanced care work.
Drive operational excellence by leading initiatives, aligning resources to business goals, and using data to improve workflows, tools, and team performance.
Build a culture of continuous development and continuous improvement through coaching, feedback, process design, and scalable solutions that reduce customer friction and repeat contacts.
Partner cross-functionally to advance high-impact improvements, translate company priorities and OKRs into team execution, and support broader business goals.
Uses AI thoughtfully to support repetitive work such as drafting responses, summarizing case histories, and organizing notes.
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.

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 continuous improvement mindset, with a track record of using data, AI, automation, and better workflows to improve quality, efficiency, and customer outcomes.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.

We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success.
Learn more about our Total Rewards philosophy.

This Tier 2 Money Advanced Care team sits within Gusto's Money Services Care organization and owns our most complex banking, disputes, and money movement escalations.
They partner closely with cross-functional teams to translate company priorities into daily execution, while building a culture of coaching, continuous improvement, and AI-driven innovation that reduces customer friction and repeat contacts.
Here's what you'll do day-to-day:
Oversee complex case resolution across disputes, cash account applications, banking error investigations, funds recovery, and financial institution escalations, with a focus on timely, accurate, and customer-centered outcomes.
Serve as a subject matter expert in banking and money movement operations, coaching team members to navigate nuanced cases with precision, empathy, and sound judgment.
Champion adoption of AI, automation, and strong incident management practices, helping the team evolve how work gets done while elevating issues affecting Gusties and customers.
Show strong leadership through planning, decision-making, and execution, consistently operating with next-level impact in alignment with role and craft expectations.
Here's what we're looking for:
5+ years of experience in payroll operations, banking operations, financial services operations, customer support, or related regulated environments, including experience owning escalated or complex customer and partner issues.

This listing is sourced directly from Gusto's careers page and normalized into a canonical job model.