Lead, Tax Resolution Specialist III

Overview

This full-time Lead, Tax Resolution Specialist III role is 100% remote and supports the Tax Department in delivering accurate, compliant payroll tax services to Full Service customers. The position combines hands-on payroll tax notice resolution with day-to-day leadership and development of the Tax Resolution and Tax Settings teams.

• Job Title: Lead, Tax Resolution Specialist III
• Job Status: Full-time (Direct Hire; not a contract role)
• Location: 100% remote
• Compensation: Hourly (Non-Exempt)
• Pay Range: $27.00 - $32.00 per hour
• Shift: 9:00 AM - 6:00 PM ET, Monday - Friday

Responsibilities

Approximately 70% of the role is hands-on tax resolution work and 30% is team leadership.

Tax Resolution Specialist III (70%)

• Work the tax notice queue, researching each notice’s root cause and communicating clear, accurate resolutions to customers.
• Respond to inbound customer calls and emails about payroll tax issues.
• Serve as a resource to the Tax Department and other departments on complex tax questions and customer interactions.
• Become an expert in the organization’s internal payroll tax software and help the team use it effectively.
• Apply payroll and tax knowledge to help the team support, improve, and build an online payroll tax engine.

Team Lead (30%)

• Lead by example for both the Tax Resolution and Tax Settings teams, setting the standard for output, quality, and customer care.
• Take escalated customer calls and guide them to a professional, timely resolution.
• Perform quality checks, including monitoring customer calls and reviewing work, and provide constructive feedback to help team members improve.
• Review team members’ weekly check-ins, identify where additional support is needed, and flag challenges or gaps.
• Partner with the Tax Manager on team performance and productivity, identifying knowledge gaps and determining appropriate coaching, training, or support.
• Support ongoing training and development in payroll tax knowledge, customer service, and overall performance.
• Ensure smooth workflow between the Tax Resolution and Tax Settings teams.

Building the Tax Settings Function

The Tax Settings team proactively reaches out to customers to correct tax account information and is currently being developed. This role partners with the Tax Manager to help build the function from the ground up, including defining what good looks like, how output is measured, and how success is determined for customer impact.

Note: Duties and responsibilities may change at any time with or without notice.

Requirements

• 3+ years of experience working in payroll or payroll tax, responding to customer inquiries and tax notices.
• 1+ years of experience handling customer escalations.
• 2+ years of experience in a leadership role within a customer support setting.
• Working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings in all 50 states.
• Self-starter who takes initiative and can build processes where none exist yet.
• Tech-savvy, with the ability to learn technical subjects and new software quickly.
• Excellent time management, organizational, and prioritization skills, with the ability to balance individual output with leadership responsibilities throughout the day.
• Ability to think conceptually with high attention to detail.
• Superior people and customer service skills, including verbal and written communication with all levels of employees and customers.
• Ability to stay calm and professional with frustrated customers.
• Self-motivated and able to work independently as well as in a team setting.
• Ability to coach team members in an honest but tactful manner that helps them grow in their careers.
• High School Diploma or GED equivalent.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Location & Commitments

• Full-time, Direct Hire, and 100% Remote role.
• Open to all candidates who legally reside in and are eligible to work in the United States.
• Not open to applicants in: Alaska, California, Hawaii, Washington D.C.
• Core working hours are typically between 9 am - 6 pm EST, Monday through Friday.
• Busy seasons and business needs may require working outside of core hours.

Compensation & Benefits

Benefits for full-time employees include:

• Paid time off and paid holidays
• Medical, dental, and vision insurance
• Section 125 HSA and FSA accounts
• Benefits starting 1st of the month after hire
• Company-paid life, short-term, and long-term disability insurance
• 401(k) with company match
• Up-to-date hardware and equipment provided
• Flexible scheduling and opportunities for advancement
• Education reimbursement

Equal Opportunity

The employer is an equal opportunity employer and does not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability, or sex.