Customer Support Specialist - Payroll

Overview

This role involves joining a payroll support team focused on delivering an effortless payroll experience for startup customers. The team serves as the human layer behind payroll operations, providing expert support and helping shape the future of the payroll product. This position requires a strong understanding of payroll processes, excellent customer support skills, and the ability to translate complex regulatory information into clear guidance.

Responsibilities

• Provide payroll support including pay runs, direct deposits, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections (e.g., W-2s, 1099s).
• Diagnose and resolve payroll issues promptly and accurately, recognizing the critical impact of payroll on customers.
• Guide customers through payroll product features with patience and clarity, simplifying compliance and technical concepts.
• Identify recurring issues and collaborate to implement product improvements.
• Work closely with team leads and peers to escalate bugs, address edge cases, and resolve systemic problems.
• Stay up to date on federal and state payroll tax regulations, filing deadlines, and compliance changes.
• Write and maintain help articles, internal playbooks, and FAQs to enhance team knowledge and customer self-service.
• Contribute to building and improving internal tools and processes to increase support efficiency and scalability.

Requirements

• 1-2 years of experience in payroll support, payroll processing, or payroll operations with a solid understanding of end-to-end payroll.
• 3+ years of experience in customer support or customer experience, preferably in SaaS, fintech, or HR/payroll software.
• Strong knowledge of payroll fundamentals including pay schedules, payroll corrections, employer and employee support, HRIS management, and ancillary payroll services.
• Ability to communicate complex regulatory and financial topics clearly and empathetically.
• Calm and composed under pressure, especially in high-stakes situations.
• Organized and thorough, capable of managing multiple cases with varying urgency.
• Familiarity with fast-paced startup environments and customer expectations.
• Experience creating help documentation or contributing to knowledge bases.
• Passion for process improvement and automation.

Compensation & Benefits

• Competitive base salary and equity (stock options/RSUs).
• Salary ranges are based on experience, expertise, geographic location, and internal pay equity.

Target base salary ranges:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $58,900 - $71,600 USD
• US employees outside of these metro areas: $53,100 - $64,400 USD

Location

• US-based employees, with salary ranges specified for major metro areas and other locations.

Equal Opportunity

The employer is an Equal Employment Opportunity organization committed to diversity and inclusion. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. Reasonable accommodations are provided throughout the recruitment process upon request.