Consumer Money Team Lead

About Gusto

At Gusto were 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 500000 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.

About the Role:

Gusto is seeking a Consumer Money Team Lead to lead our Tier 2 team. 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. They are also an exceptional coach and people leader who is deeply invested in developing each team member and strengthening the teams overall impact.

About the Team:

This Tier 2 Money Advanced Care team sits within Gustos Money Services Care organization and owns our most complex banking disputes and money movement escalations. The team of 1012 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. 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.

Heres what youll do day-to-day:

• Lead a Tier 2 Money Advanced Care team of 1012 delivering high-quality support across Money Services including banking disputes money movement escalations and other advanced care work.
• 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.
• 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.
• 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.

Heres what were 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.
• 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 with sound judgment urgency and care in regulated financial environments.
• Proven success coaching and developing people building thoughtful growth plans and creating high-performing teams.
• Strong continuous improvement mindset with a track record of using data AI automation and better workflows to improve quality efficiency and customer outcomes.
• Passion for building a customer-forward care organization known for creative problem solving operational excellence and exceptional service.
• Uses AI thoughtfully to support repetitive work such as drafting responses summarizing case histories and organizing notes.
• Reviews AI outputs critically for accuracy tone bias and customer empathy before using them.
• Applies AI in ways that improve speed consistency and quality while following privacy and compliance guardrails.
• Continues building fluency over time as tools and workflows evolve at Gusto.

Our cash compensation amount for this role is $92245 to $119919in Denver CO & $86530 to $112489 in Phoenix AZ. Final offer amounts are determined by multiple factors including candidate location experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gustos subsidiary whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race color religion national origin age sex (including pregnancy childbirth or related medical conditions) marital status ancestry physical or mental disability genetic information veteran status gender identity or expression sexual orientation or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject toGustos Applicant Privacy Notice.