Customer Support Specialist, Tax

Overview

This role involves providing expert customer support focused on payroll tax issues within a comprehensive HR, IT, and Finance platform. The team supports businesses across various time zones, ensuring smooth payroll processing, tax filing, and compliance.

Responsibilities

• Troubleshoot and resolve payroll tax-related issues.
• Guide customers through payroll processing, tax filing, and compliance questions.
• Become a product expert on US Payroll and Tax capabilities.
• Develop and maintain clear, accurate content, documentation, and FAQs for customers and internal teams.
• Analyze customer support interactions to identify trends and opportunities for improvement.
• Collaborate with Product Managers to share insights on support volume, customer feedback, and compliance concerns.
• Serve as a senior resource and escalation point for complex, region-specific payroll issues.
• Own and resolve the most challenging customer cases using deep platform and payroll expertise.

Requirements

• 1-4 years of customer support experience in the US Payroll domain.
• Excellent analytical and problem-solving skills with the ability to investigate and resolve complex payroll discrepancies.
• Experience in a payroll provider, HR software company, or large in-house payroll function is highly preferred.
• Bachelor's degree.
• Demonstrated experience troubleshooting SaaS products with attention to detail.
• Strong time management and prioritization skills.
• Excellent written and verbal communication skills in English.
• Must currently reside in a Pacific or Mountain timezone state and be able to work a shift between 9am to 6pm PST.

Compensation & Benefits

• Tier 2: $23.49 per hour
• Tier 3: $22.19 per hour

Compensation depends on factors such as location, experience, education, and business need. The position may be eligible for bonuses, commissions, and/or equity according to company policy. Benefits may include medical, dental, vision, life insurance, retirement plans, and paid time off.

Location

• Must reside in a Pacific or Mountain timezone state with availability to work shifts between 9am and 6pm PST.