Why This Job is Featured on The SaaS Jobs
This Tier 2 support role sits in a distinctly SaaS shaped intersection of product, operations, and regulated financial workflows. Gusto’s Wallet and Cash Accounts introduce bank partner dependencies, strict timelines, and high consequence customer moments, which makes escalation handling less about scripting and more about controlled decision making inside a software led service model.
For a SaaS career, the value is in learning how complex products behave at scale and how risk and compliance constraints influence day to day customer experience. The work builds fluency in case management systems, cross functional coordination with Risk and external partners, and the discipline of documenting decisions in a way that stands up to audits and downstream reviews. The emphasis on using AI tools thoughtfully also reflects a modern support operations environment where quality, speed, and governance must be balanced.
This position tends to suit professionals who prefer ownership over handoffs and are comfortable working within defined service levels without losing empathy. It aligns well with someone who has moved beyond entry level support and wants to deepen expertise in escalations, investigations, and process improvement within a SaaS company operating financial products.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 history, organizing notes, and accelerating research while critically reviewing outputs for accuracy, tone, bias, empathy, and compliance
- A continuous-improvement mindset, strong follow-through, and the reliability to stay composed under pressure while identifying patterns, surfacing process gaps, and helping improve team workflows over time
- Uses AI thoughtfully to support repetitive work such as drafting responses, summarizing case histories, and organizing notes
- Reviews AI outputs critically for accuracy, tone, bias, and customer empathy before using them
- Applies AI in ways that improve speed, consistency, and quality while following privacy and compliance guardrails
- Candidates must be flexible to work weekends.
At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity based compensation (ownership in Gusto). To learn more about Gusto’s compensation philosophy and benefits offerings please view our Total Rewards Approach page.
Our cash compensation range for this role is $26.19–$30.77 per hour in Denver. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.
