Payroll Support Specialist (US / Pacific Hours)

Overview

• Fully remote role
• The organization operates in the embedded fintech industry, transforming payroll systems by integrating payroll infrastructure directly into software platforms businesses already use. The employer supports payroll processing across all 50 US states and Canada, providing APIs and infrastructure that enable modern SaaS platforms to offer payroll services.

This Payroll Support Specialist role provides expert support and education on US payroll for customers and platform partners. The position resolves complex payroll issues, enhances customer experience, and contributes to payroll knowledge resources and product improvements. The specialist serves as a primary point of contact for payroll inquiries, collaborates with cross-functional teams, and supports scalable process and team development.

Responsibilities

• Provide expert-level support and resolve complex payroll issues
• Serve as the first point of contact for support and education for platform partners
• Collaborate with knowledge and enablement teams to deliver payroll expertise across partner support, onboarding, and training
• Maintain a deep understanding of the product and provide payroll and tax guidance
• Conduct or assist in training sessions and support partner training activities
• Audit and improve customer experience and payroll operations processes
• Support teams with payroll system integrations and identify process improvements
• Collect and relay product feedback to product and engineering teams
• Route non-support inquiries to the appropriate teams

Requirements

• Minimum 4 years of US payroll support experience
• Experience providing customer-facing payroll support
• Strong written and verbal communication skills, including the ability to explain complex payroll topics clearly
• Proficiency with AI tools for reporting and support material creation
• Advanced data manipulation skills in Excel and Google Sheets
• Ability to work effectively in a startup environment
• Self-motivated with teamwork skills
• Growth mindset and eagerness to learn
• Experience with ticketing systems and workload tracking
• Strong attention to detail and ability to manage multiple tasks accurately
• Proficiency with Google Workspace, Slack, Zendesk, Pylon

Compensation & Benefits

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Location

• Fully remote

Equal Opportunity Statement

The employer is an equal opportunity employer and is committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.