Payroll Services Team Lead - Remote

Overview

This role is a Lead Tax Processor and Subject Matter Expert (Level X5) within Payroll Tax Operations. The position supports virtual expert services for customers and involves technical leadership, advanced case resolution, and operational governance.

• Minimum: 20 hours per week
• Optional flexibility: up to 40 hours per week based on business need
• Hourly, non-exempt role (eligible for overtime pay)

Responsibilities

• Serve as the primary, real-time technical expert for TP1, TP2, and TP3 staff by answering complex questions and teaching resolution paths to build team capability.
• Own authoring, technical review, and formal approval of Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles across core operations.
• Conduct structured, formal coaching sessions at least once per quarter using the SBIC feedback model to proactively close skill gaps.
• Lead or contribute to team huddles, group QA sessions, and performance board updates; provide primary backup facilitation for Daily Stand-Ups when the M1 manager is unavailable.
• Maintain day-to-day operational oversight, including independent review of team WIP management, backlog reduction, and aging reports; recommend staffing adjustments to the M1 manager.
• Resolve the most severe State and Federal payroll tax notices, including multi-quarter IRS discrepancies, state audit inquiries, and cross-jurisdictional penalty assessments.
• Approve highly complex amended Federal (Form 941-X, W-2c) and State returns across all states, ensuring complete audit trails and ledger reconciliation.
• Identify systemic trends, emerging compliance risks, and Known Issues (KIs), communicating findings with data-driven recommended responses to the M1 manager and cross-functional stakeholders.
• Represent the team’s perspective in cross-functional meetings; provide risk-informed alternatives under pressure while maintaining compliance integrity.

Requirements

• 4+ years of payroll tax experience with demonstrated focus on complex tax defect resolution, notice response, and multi-state amendment filings.
• Prior experience functioning formally as a lead, senior specialist, or SME, with specific examples of coaching, mentoring, or training junior staff through nuanced resolution scenarios.
• Expert knowledge of tax payment and filing regulations across all US jurisdictions, including extensive experience with local municipal tax systems (e.g., PA, OH) and state-level programs (e.g., PFML, SDI).
• Advanced writing skills used to create, review, and approve Standard Operating Procedures and technical documents for a tax processor audience without requiring revision.
• Demonstrated extreme ownership of team Service Level Agreements by consistently identifying “red flags” and resolving workflow barriers before they impact the business.
• A consistent “validation-first” mindset, bringing fully vetted solutions and technical alternatives to leadership rather than only identifying problems.
• 5+ years of experience independently handling highly sensitive customer and internal peer escalations with minimal leadership guidance.
• 4+ years of experience in contact center, customer service, or back-office operations enabling the seamless navigation of high-volume, service-related business needs.
• Comfortable leveraging and testing AI (artificial intelligence) tools to complete daily tasks and drive continuous improvement across team workflows.

Preferred Qualifications

• Certified Payroll Professional (CPP) designation is highly preferred, or expected within 18 months of placement. Enrolled Agent designation is a strong differentiator.
• High proficiency in driving Lean management practices, including consistent execution of Daily Huddles, Gemba Walks, and use of Daily Management boards to resolve operational bottlenecks.
• History of exceeding standard metrics while maintaining a personal quality accuracy rate of 95% or higher.

Compensation & Benefits

This position provides a competitive compensation package including a cash bonus, equity rewards, and benefits, in accordance with applicable plans and programs.

Expected base pay range by location:

• California (Bay Area): $46.00 - $62.00
• Southern California: $46.00 - $62.00
• Colorado: $38.00 - $51.00
• District of Columbia: $38.00 - $51.00
• Hawaii: $39.50 - $53.50
• Illinois: $38.00 - $51.00
• Maine: $34.50 - $46.50
• Maryland: $38.00 - $51.00
• Massachusetts: $39.50 - $53.50
• Minnesota: $34.50 - $46.50
• New Jersey: $39.50 - $53.50
• New York: $46.00 - $62.00
• Ohio: $34.50 - $46.50
• Vermont: $38.00 - $51.00
• Virginia: $38.00 - $51.00
• Washington: $39.50 - $53.50

Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. Regular comparisons are conducted to support fair pay across categories of ethnicity and gender.

Location

United States (state-based pay ranges provided for the following locations: California, Colorado, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington).