Consumer Support Specialist, Tier 2

About Gusto

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.

About The Role

Join Gusto’s Consumer Money Support team as a Tier 2 specialist, where you’ll take on the most complex and high-stakes Wallet and Cash Account issues and play a critical role in protecting our members’ money. In this role, you’ll own escalations that require sharp judgment, steady decision-making, and deep care for the member experience, from fraud investigations and disputes to account locks, debit card issues, cash account applications, and nuanced On-Demand Pay cases.

This is an opportunity for someone who thrives in regulated environments, stays calm under pressure, and knows how to balance empathy with precision when the stakes are highest. If you’re energized by solving hard problems, safeguarding trust, and getting the details right every time, this is where your impact will matter most.

About The Team

Consumer Money Operations sits at the intersection of customer experience, financial compliance, and banking partner relationships, supporting Gusto Wallet and Cash Accounts used by hundreds of thousands of employees to manage their pay and savings. Our team partners closely with Risk, banking partners, and internal CX teams to resolve the cases that matter most. We hold ourselves to a high standard of accuracy, urgency, and empathy, especially when members need fast, thoughtful support.

We’re also always looking for ways to improve the systems and workflows behind the work so we can better serve members at scale.

Here’s What You’ll Do Day-to-day

• Own complex Consumer Money cases end to end, including disputes, cash account application reviews, account locks, fraud-related issues, debit card problems, closures, and nuanced On-Demand Pay cases
• Prioritize work against critical compliance timelines, including the 5-business-day dispute review window and the 14-calendar-day Cash Accounts Application SLA
• Investigate thoroughly and apply sound judgment to escalate risk quickly when customer funds, compliance requirements, or banking partner expectations may be impacted
• Act as the Tier 2 escalation layer from Tier 1, using deep product knowledge and routing judgment to handle high-complexity work and correct misrouted cases
• Partner with Risk, banking partners, and internal CX teams to resolve cases and drive workflow improvements
• Strengthen queue health by identifying aging work, unassigned cases, routing issues, and process gaps
• Use AI tools to accelerate case research, surface patterns in member issues, and improve documentation quality

Here’s What We're Looking For

• 3+ years of experience in customer support, financial services operations, or banking operations, with a track record of independently owning escalated or complex cases
• Hands-on experience with dispute resolution, fraud investigation, or regulated financial products such as banking, fintech, or credit unions
• Experience supporting customers across written and live channels, including email, inbound phone, outbound phone, and chat, with the ability to adapt communication style to the situation and member need
• Strong judgment in ambiguous, high-stakes, and time-sensitive scenarios, with a clear understanding of when to escalate risk and when to take ownership through resolution
• Clear and precise communication skills, with the ability to document cases accurately, build customer trust, and collaborate effectively with Risk, banking partners, and internal teams
• Proficiency with case management systems such as Salesforce or similar platforms, plus the ability to use AI thoughtfully for drafting, summarizing case…