- Where
- New York, NY - Hybrid; San Francisco, CA - Hybrid
- Posted
- 5 days ago
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 at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves.
What you'd do
- Own the operational layer of specific payment workflows — ACH processing, exception handling, refunds, collection re-debits, reconciliation.
- When something is off, you investigate, escalate where needed, and see it through to resolution.
- And when you see a pattern, you push to fix the root cause.
- Payment Operations doesn't just react — we shape how the systems work.
- You'll contribute to product specs, surface operational pain points, help define requirements, and participate in launches.
- You're a partner in building, not just a consumer of what gets shipped.
- Customer and CX feedback is signal. You actively mine it to identify friction in payment flows, prioritize what matters, and bring those insights into the operational and product conversations where decisions get made.
- Connect the dots across rails, partners, reconciliation, compliance, and customer experience. When an issue surfaces, you understand how it ripples — and you bring that perspective to cross-functional conversations.
- Work directly with Gusto's bank and payment partners — domestic and international — to triage issues, resolve escalations, and maintain strong working relationships.
- You know how to be firm and collaborative at the same time, and you don't let things sit.
- 3+ years of experience in payment operations, banking operations, treasury operations, or a related role at a fintech or financial institution
- Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or international money movement (cross-border transfers, FX, global disbursement networks); experience across both is a strong plus
- Strong analytical instincts — you look for the pattern behind the problem and can query or structure data to find it (SQL a plus but not required)
- Experience working with bank portals, payment processors, or reconciliation tools
- Ability to communicate clearly with both operational and technical counterparts; you can write a crisp Slack to an engineer and a professional escalation to a bank partner