Overview
This role involves joining a customer experience team focused on supporting payroll services for small businesses. The position is ideal for professionals with payroll expertise who enjoy working in a fast-paced, consultative environment and are passionate about helping small businesses succeed. The organization is seeking candidates interested in future start dates in 2026.
Responsibilities
- Serve as the primary point of contact for all payroll and benefits support inquiries.
- Build trust and rapport with customers through inbound and outbound phone, email, and video interactions.
- Provide expert, consistent, and reliable support while guiding customers through product features.
- Utilize AI-assisted tools to enhance research and communication, ensuring accuracy and compliance.
- Identify and mitigate churn risk by delivering tailored solutions.
- Develop and maintain collaborative relationships with customer administrators to anticipate needs.
- Collaborate cross-functionally to resolve friction points and proactively address concerns.
- Apply critical thinking and creative problem-solving across various business areas and stakeholders.
Requirements
- 3-6 years of customer experience, including at least 1 year of full-time payroll experience.
- Preferred experience in account management.
- Proven ability to support customers proactively and reactively, driving success and loyalty.
- Strong communication skills, able to clearly explain complex topics verbally and in writing.
- Experience with Salesforce, Zoom, Google Suite (Calendar, Gmail), and Chili Piper.
- Ability to manage and prioritize multiple high-priority tasks, balancing calls, meetings, and emails effectively.
Compensation & Benefits
- Estimated hourly pay range: $21.00–$35.00, depending on role, level, and experience.
- Competitive base pay, benefits, and equity (RSUs) are provided.
Location & Work Arrangement
- Physical offices located in Denver, San Francisco (including San Jose metro area), and New York City.
- Employees based in these locations are expected to work onsite approximately 2-3 days per week or more depending on the role.
- Hybrid work arrangements require a secure, reliable internet connection on remote days.
- Similar office expectations apply to subsidiary roles based in Scottsdale.
Equal Opportunity
The organization is an equal opportunity employer and does not discriminate based on legally protected characteristics. Reasonable accommodations are provided for qualified individuals with disabilities and for religious needs during the application process.