Top Operations & Support Jobs

Build and support AI-powered workflows and automation for Gusto’s go-to-market teams. The role contributes to GTM AI strategy, evaluates models and vendors, integrates Salesforce and other GTM systems with data warehouses, and develops evaluation frameworks measuring reliability, latency, cost, and business impact. It also coordinates cross-functional implementation, training, adoption, and reusable guardrails across Sales, Marketing, and Partner teams.

Leads a payroll and tax customer support team, coaching representatives, monitoring performance metrics, improving customer experience, and driving scalable processes. Partners cross-functionally with product and other teams to reduce inquiries, enhance tools, and support retention and growth. Uses data and AI to improve efficiency, develop employees, and implement organizational change in a regulated support environment.

Own end-to-end payment operations, including ACH processing, exception handling, refunds, re-debits, and reconciliation. Investigate transaction issues, coordinate outage resolution, work with engineering and product on system improvements, analyze customer feedback, and manage escalations with domestic and international bank and payment partners. The role also contributes to product requirements, launches, compliance considerations, and AI-enabled process improvements.

Leads Gusto’s Payment Operations team and owns payment processing across ACH, wires, RTP, and international contractor payments. Manages bank and payment partner operations, escalations, SLAs, compliance activities, audits, incident response, and process improvements. Partners with Engineering, Product, Accounting, Risk, Legal, and Customer Experience while hiring, coaching, and developing analysts. The role also drives AI adoption and ensures operational controls, documentation, and payment reliability remain strong.

Support the CEO, Head of Engineering, and leadership team through complex calendar management, travel and event planning, inbox triage, executive communications, expense and budget processes, and administrative systems. Build AI-enabled workflows for meeting summaries, research, drafting, and action tracking. Serve as a trusted thought partner, culture carrier, and delegated decision-maker while coordinating cross-functional operating rhythms and anticipating leadership needs.

Workforce Management Analyst responsible for multi-department scheduling, intraday staffing decisions, queue and skill routing, performance analysis, dashboards, and WFM automation. The role partners with operations leaders and vendors, administers WFM and routing tools, responds to real-time alerts through PagerDuty, and drives actionable insights and staffing improvements. AI fluency, scripting, analytics, and contact center WFM expertise are central to the position.

Own inbound customer inquiries via phone (with email/chat flexibility), research complex benefits questions, collaborate cross-functionally to influence product, meet quality/productivity standards, and support peak-season overtime and blackout PTO periods.

Provides Tier 2 phone and email support for complex 401(k) and IRA participant inquiries. Manages escalated cases, prioritizes support queues, protects sensitive information, and collaborates with Sales, Engineering, Operations, and Legal. Identifies customer trends and recommends product and process improvements while maintaining quality, response-time, and resolution benchmarks.

Manage retirement plan conversions by validating asset allocations, reconciling trust and legacy provider data, configuring participant loan records, and ensuring accurate uploads before plan activation. Resolve discrepancies, protect historical data integrity, and collaborate with onboarding, compliance, reconciliations, and client success teams. The role also contributes to automation and tooling improvements while managing competing priorities in a high-volume, deadline-driven environment.

Lead design and execution of AI-enabled workforce management forecasting, capacity planning, and data pipelines for CX. Build governance, dashboards, and predictive models, partner cross-functionally, monitor real-time alerts (PagerDuty), and provide staffing and hiring recommendations to optimize contact center operations.