Level 2 Tax, Accounting & Payroll Support Specialist

Overview

This Level 2 Tax, Accounting & Payroll Support Specialist resolves complex customer inquiries requiring advanced tax, bookkeeping, and payroll knowledge, along with strong critical thinking and cross-functional collaboration. The role supports both customers and frontline team members by handling escalations, providing accurate and actionable guidance, and helping maintain a high standard of service across all interactions.

In addition to bookkeeping-related questions, this role assists with payroll-related inquiries, including payroll setup, processing considerations, and ensuring alignment between payroll, bookkeeping, and tax reporting. The specialist also provides guidance on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation. During escalated situations, the specialist steps in to provide phone support when deeper tax, accounting, and payroll expertise is needed.

The role plays a key part in maintaining quality and consistency—especially during tax season—while identifying recurring issues and contributing to process improvements that enhance the overall customer experience and operational efficiency.

Responsibilities

• Handle complex and escalated customer inquiries across email, chat, and phone, providing accurate tax and accounting guidance
• Serve as the primary escalation point for frontline team members, supporting advanced tax, bookkeeping, and compliance-related questions
• Provide expertise on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation
• Support and troubleshoot bookkeeping and payroll-related inquiries, ensuring accuracy and alignment with tax reporting
• Deliver phone support for high-priority or sensitive escalations requiring deeper tax and accounting expertise
• Review and validate responses for accuracy to help maintain quality and consistency across the support team
• Identify and communicate recurring issues, risks, and customer pain points to leadership and cross-functional teams
• Contribute to process improvements, internal documentation, and knowledge base enhancements to drive operational efficiency
• Collaborate with Operations, Product, and Customer Success teams to resolve issues and improve the customer experience
• Maintain detailed and accurate case documentation for all escalated matters
• Uphold high standards for quality, responsiveness, and customer satisfaction while demonstrating strong ownership and accountability

Qualifications

• Strong tax operations expertise, including tax preparation workflows such as amendments, tax notices, extension uploads, and return processing
• Proven ability to handle complex customer concerns, resolve escalations, and help restore customer confidence in tax preparation services
• Tax subject-matter knowledge to provide accurate guidance on extensions, income calculations, partnership returns, multi-entity situations, and pricing tiers
• Data privacy and risk awareness, including the ability to identify and escalate sensitive data privacy issues while protecting customer information
• Ability to coordinate effectively with external tax preparation partners to facilitate reopens, follow-ups, and timely resolution of filing issues
• Experience recognizing situations that may lead to customer dissatisfaction or churn and taking appropriate action to rebuild trust
• Strong cross-functional collaboration skills with Operations Leads, tax professionals, and internal teams to resolve issues and maintain efficient workflows
• Ability to support team members through knowledge sharing and assistance to speed up and improve case resolution
• Adaptability and commitment to continuous learning, including embracing new tools and processes
• Dependability and initiative, with consistent attendance and responsiveness, including willingness to take on additional tickets and responsibilities during peak periods

Compensation & Benefits

• Not specified in the provided description.

Location

• Work from home
• Schedule: Monday – Friday, 8 am – 5 pm EST/PST
• Must follow US holidays