Consumer Money Team Lead

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 team’s overall impact.

About the Team:

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. 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. 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:

• 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.
• 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.

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.
• 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 $92,245 to $119,919 in Denver, CO & $86,530 to $112,489 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.