Fraud Operations Analyst

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k) s, and HR — so owners can focus on their craft and their customers. 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.

All full‑time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done  expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

As a Fraud Operations Analyst, you will serve as a fraud‑fighting detective, playing a key role in making Gusto the safest and most secure payroll and benefits solution. In this role, you will identify patterns, recognize uncharacteristic behavior, and apply critical thinking to protect our customers. Beyond investigation, you will continuously look for opportunities to iterate and optimize our processes — driving greater efficiency and reducing customer pain along the way.

This role also sits at the front line of Gusto’s increasingly AI‑native Risk Operations work. You’ll serve as the human in the loop for AI‑powered workflows—reviewing flagged cases, validating AI outputs, making nuanced decisions where human discretion matters, and helping improve the systems we use every day.

The Risk Operations organization is at the core of our business, and our team is a key stakeholder in company decisions and operations. The Fraud Operations team safeguards our customers, company, and platform integrity.

Today, Gusto helps power payroll, benefits, and HR for 500,000+ small and medium‑sized businesses. As Gusto continues moving toward an AI‑first operating model, Risk Operations is evolving how we work so more case volume is supported by AI before it reaches human review, with analysts focused on judgment, edge cases, and continuous improvement.

We are a small, close group that works hard. No egos here—we collaborate, share knowledge freely, and help each other out in a positive environment.

• Human + AI Partnership & Feedback: Supervise and validate AI outputs for fraud cases, making nuanced decisions where human discretion is needed, while documenting anomalies and opportunities for model improvement to continuously fine‑tune AI system performance
• AI‑first mindset: Use AI tools in everyday work (Claude, Gemini, etc.). Explore how prompts, automations, or workflow tweaks can make your day‑to‑day work faster or smarter.
• Run operations: Own and optimize our operational task queues—keep things flowing, unblock teams, and put the pieces together to make sense.
• Protect platform integrity: Safeguard Gusto's ecosystem by investigating flagged activity, validating high‑impact findings, and taking decisive action to mitigate risk while minimizing friction for legitimate customers.
• Proactive critical thinking: Fraud is a complicated puzzle to solve. Come up with innovative methods to identify trends, patterns, and ideally catch unusual activity before impact.
• Builder Mindset in Action: Identify small manual pain points and experiment with ways to automate or simplify them using AI tools to improve team performance.
• Work closely with key stakeholders: Work cross‑functionally with internal teams, our customers, and external partners.
• Deliver world‑class customer service: Be a resource to our internal teams and customers while working as a Subject Matter Expert to help with escalations pertaining to our area of expertise.

• Experience: 2+ years of experience in operational work, detection and/or investigation.
• Thought Process: An insatiable appetite for problem solving, knack for structured thinking using a data‑driven approach, ability to spot unusual patterns, and…