Consumer Money Team Leader

About the Role

The role is part of Gusto's Money Services Care organization and plays a critical part in empowering customers to navigate complex financial interactions with confidence. The team leader will serve as a subject matter expert in banking and money movement operations, coaching team members to navigate nuanced cases with precision and empathy.

As a leader in this field, Gusto is committed to using AI to enhance customer experience and reduce friction. The ideal candidate will champion the adoption of AI, automation, and strong incident management practices, helping the team evolve how work gets done while elevating issues affecting customers.

What You Will Do

• Lead a Tier 2 Money Advanced Care team, 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 customers.
• Show strong leadership through planning, decision-making, and execution, consistently operating with next-level impact in alignment with company goals.

What We Are Looking For

• Deep expertise in banking, disputes, and money movement, with a strong commitment to continuous improvement and AI-driven innovation.
• Experience in leading teams, with a proven track record of developing team members and strengthening the team's overall impact.
• Strong analytical and problem-solving skills, with the ability to navigate complex financial issues.
• Excellent communication and coaching skills, with the ability to empower team members to take ownership of their work.
• Experience with AI tools and automation, with a willingness to adapt to evolving technologies.
• Strong data analysis skills, with the ability to use data to drive decision-making and improve team performance.
• Commitment to delivering exceptional customer service, with a focus on timely, accurate, and customer-centered outcomes.

Nice to Have

• Experience with project management tools and software.
• Knowledge of regulatory compliance in banking and financial services.
• Certification in a related field, such as finance or customer service.

Benefits and Perks

• Competitive base pay, with the opportunity for performance-based bonuses.
• Equity in the form of Restricted Stock Units (RSUs), allowing employees to share in the company's success.
• Comprehensive health insurance, including medical, dental, and vision coverage.
• 401(k) plan, with company matching to help employees save for retirement.
• Flexible PTO policy, allowing employees to take time off when needed.
• Remote work stipend, to support employees working from home.
• Access to professional development opportunities, including training and education programs.
• Collaborative and dynamic work environment, with a team of experienced professionals.

• Develop a strong understanding of banking and money movement operations, including complex dispute resolution and cash account management.
• Highlight your experience with AI tools and automation, and be prepared to discuss how you have adapted to evolving technologies in your previous roles.
• Showcase your leadership skills, including your ability to develop team members and drive operational excellence.
• Be prepared to discuss your approach to continuous improvement, including how you have used data to drive decision-making and improve team performance.
• Research Gusto's company culture and values, and be prepared to discuss how your own values and approach to work align with those of the company.
• Practice your problem-solving skills, including your ability to navigate complex financial issues and provide customer-centered solutions.
• Prepare examples of your experience with project management tools and software, and be ready to discuss how you have used these tools to drive team performance and achieve business goals.