Payroll Specialist

Overview

A growing wellness technology organization is seeking a Payroll Specialist to join their team. This role involves building and scaling payroll onboarding and support functions for a new product area focused on payroll services. The Payroll Specialist will work closely with customers during onboarding, implementation, and ongoing support to ensure successful adoption of payroll solutions. This position is ideal for someone with strong payroll expertise who enjoys problem-solving, process development, and enhancing customer experiences in a fast-paced, early-stage environment.

Responsibilities

Customer Onboarding

• Guide customers through the setup and onboarding of payroll services.
• Assist customers in collecting and entering payroll, tax, banking, and employee information.
• Support customers migrating from other payroll providers.
• Ensure customers are prepared to run their first payroll successfully.
• Coordinate with payroll partners and internal teams to resolve onboarding issues.

Customer Support

• Respond to customer inquiries related to payroll, taxes, employee setup, deductions, direct deposit, and payroll processing.
• Troubleshoot product and payroll issues via email, chat, and video calls.
• Manage customer issues from initial contact through resolution.
• Escalate complex payroll or technical issues to appropriate internal teams or partners.
• Explain payroll concepts clearly in customer-friendly language.

Continuous Improvement

• Identify recurring customer pain points and recommend improvements.
• Develop Help Center articles, internal documentation, and support playbooks.
• Share customer feedback with Product and Engineering teams to enhance the payroll experience.
• Maintain and expand payroll knowledge and stay updated on product enhancements.

Success Metrics

Within the first year, the Payroll Specialist will:

• Successfully onboard customers and help them complete their first payroll confidently.
• Deliver timely, accurate, and high-quality support.
• Become a trusted payroll resource for customers and internal teams.
• Identify opportunities to improve onboarding, support processes, and overall customer experience.
• Contribute to building a scalable payroll support function.

Requirements

• Minimum 2 years of experience supporting payroll, HR, accounting, or SaaS customers.
• Experience with payroll software such as Gusto, Paychex, ADP, Rippling, Homebase, QuickBooks Payroll, or similar platforms preferred.
• Solid knowledge of payroll fundamentals including employee setup, payroll schedules, taxes, deductions, and year-end forms.
• Strong customer service and communication skills.
• Excellent attention to detail and organizational abilities.
• Ability to manage multiple customer conversations and priorities simultaneously.
• Comfortable learning new technologies and working across multiple systems.
• Proactive, curious, and eager to continuously learn.

Preferred Qualifications

• Experience onboarding customers to SaaS products.
• Experience supporting small businesses.
• Familiarity with customer support platforms such as Intercom or HubSpot.

Compensation & Benefits

• Estimated annual base salary: $54,000 - $68,000, depending on experience and qualifications.
• Equity options available.
• Competitive salary with transparent compensation.
• Unlimited paid time off.
• Medical, dental, and vision insurance.
• Fitness class reimbursement.
• Parental leave policy.
• Opportunities for ownership and career advancement.

Location

Not specified.