Money Services Team Leader

About the role

Gusto is looking for a Money Services Team Leader to head its Tier 2 Money Advanced Care team. The role focuses on guiding a group of 10‑12 specialists who handle the most complex banking, dispute, and money‑movement cases, ensuring swift, accurate, and customer‑centric outcomes while leveraging AI‑driven tools.

Key responsibilities

• Lead a Tier 2 team of 10‑12 ICs, delivering high‑quality support across banking, disputes, and money‑movement escalations.
• Oversee complex case resolution, including cash account applications, banking error investigations, funds recovery, and financial‑institution escalations.
• Act as subject‑matter expert, coaching team members on nuanced cases with precision and empathy.
• Drive operational excellence by launching improvement initiatives, aligning resources with business goals, and using data to refine workflows and tools.
• Foster a culture of continuous development, coaching, and AI‑enabled innovation to reduce customer friction.

Required profile

• Deep expertise in banking operations, dispute resolution, and money‑movement processes.
• Proven experience leading small to medium‑size teams in a fast‑paced environment.
• Strong commitment to continuous improvement and AI‑driven solutions.
• Exceptional coaching and people‑development skills.
• Ability to translate data insights into actionable workflow enhancements.

Required skills

What we offer

• Competitive base salary and comprehensive benefits.
• Equity participation through RSUs.
• Access to AI tools and ongoing learning opportunities.
• Supportive, inclusive workplace aligned with Gusto’s Total Rewards philosophy.