Gusto automates payroll, benefits, and HR for over 500,000 small businesses nationwide. The company has teams in Denver, San Francisco, and New York, and is committed to building an inclusive workplace.
Lead a Tier 2 Money Advanced Care team of 10–12, delivering high-quality support across banking, disputes, and money movement escalations.
Oversee complex case resolution including cash account applications, banking error investigations, and funds recovery with a customer-focused approach.
Drive operational excellence through data, AI, and automation to improve workflows and reduce repeat contacts.
Manage the end-to-end onboarding experience for 401(k) plans, including new plan setups and conversions from existing providers.
Serve as the primary point of contact for plan sponsors and administrators via email, phone, and video, guiding them through complex multi-step processes.
Monitor performance against key benchmarks and partner cross-functionally with Sales, Operations, and Legal to resolve issues and improve the client experience.