The opportunity
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.
What you'll do
Human + AI Partnership & Feedback: Supervise and validate AI outputs for fraud and ACH risk cases originating from partner and API activity, 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 — and how AI can eliminate blockers not just for you, but for the whole team.
Run operations: Own and optimize our operational task queues — keep things flowing, unblock partners and internal teams, and put the pieces together to make sense of partner-originated activity.
Protect the partner ecosystem: Safeguard GEP and Gusto's API/embedded partnerships by investigating flagged activity, validating high-impact findings, and taking decisive action to mitigate risk while minimizing friction for legitimate partners and their end customers.
Investigate complex, partner-specific cases: Deep-dive into high-value, white-glove, and edge cases tied to partner and API activity that are too sensitive or complex for AI decisioning — including anomalies the AI can't confidently resolve — and turn your findings into reusable AI training examples.
Proactive critical thinking: Fraud is a complicated puzzle to solve. Come up with innovative methods to identify trends and patterns in partner and API traffic, and ideally catch unusual activity before impact.
What they're looking for
- Builder mindset in action: Identify small manual pain points in partner-facing workflows 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 risk, product, and engineering teams, as well as our external partners and their developers, to monitor AI performance, feed back edge cases, and design workflows where human expertise and AI intelligence reinforce one another.
- Deliver world-class partner support: Be a resource to our partners and internal teams while working as a subject matter expert to help with escalations pertaining to partner and embedded payroll risk.
- Experience: 2+ years of experience in operational work, fraud detection,: and/or investigation. Bonus points for experience in payments, banking, or fintech, or with API/embedded products.
