Consumer Money Team Lead

Denver, United StatesHybrid

Responsibilities

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.
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.
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.

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
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 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.
experience in payroll operations, banking operations, financial services operations, customer support, or related regulated environments, including
Strong continuous improvement mindset, with a track record of using data, AI, automation, and better workflows to improve quality, efficiency, and customer outcomes.
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.

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.
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.
Our cash compensation amount for this role is $92,245 to $119,919 in Denver, CO & $86,530 to $112,489 in Phoenix, AZ.

At Gusto, we're on a mission to grow the small business economy.
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.
Offer amounts are determined by role, level, and location.
Learn more about our Total Rewards philosophy .
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.
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:
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.
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.