Payroll Support Specialist (US / Pacific hours)

Overview

This role supports partners and customers with US payroll, with responsibility for day-to-day issue resolution, education, and building scalable knowledge and processes.

• Location: West Coast, USA (must work Pacific business hours)
• Compensation range: $68,000 - $90,000 plus equity and benefits

Responsibilities

• Provide expert-level, day-to-day payroll support as a subject matter expert, diagnosing and resolving intricate payroll concerns.
• Own partner relationships and act as the first point of contact for above-and-beyond support and education.
• Partner cross-functionally with Knowledge & Enablement to ensure critical partner support, onboarding, and training/customer experience teams have up-to-date US payroll and product knowledge.
• Serve as an expert on the product and provide payroll guidance and support across product, payroll, and tax matters.
• Support partners through training and mentoring when needed, including designing or leading training sessions and assisting during webinars with real-time payroll questions.
• Audit, iterate, and create scalable customer experience (CX) and payroll operations processes.
• Collaborate with cross-functional teams to ensure seamless integration of payroll systems and processes, identifying improvements to workflows and system enhancements.
• Identify customer experience trends and partner with product and engineering teams to provide product feedback.
• Triage requests and non-support questions to the appropriate teams.
• Build and maintain a US payroll knowledge base to guide future team members and partners.

Requirements

• 4+ years of US payroll provider experience in a support capacity.
• Customer-facing payroll support experience is required.
• Excellent writing and communication skills; ability to explain complex payroll topics clearly for both newcomers and experts.
• Experience and comfort using AI tools (e.g., GPT, Claude or others) to report insights/data and create accurate support or education materials.
• Data-driven; ability to manipulate data in Excel and Google Sheets using complex formulas (e.g., VLOOKUP/HLOOKUP, split text to columns).
• Intentional about working in a small startup environment (intense but rewarding).
• Self-motivated and able to work autonomously while thriving in a team environment.
• Growth mindset and willingness to continually learn.
• Strong oral and written communication skills, including presentation skills.
• Comfort with ticketing systems and tracking work.
• High attention to detail; ability to multi-task while producing high-quality, accurate work in a fast-paced environment.
• High proficiency with tools such as Google Workspace, Slack, Zendesk, Pylon (or equivalent).

Compensation & Benefits

• $68,000 - $90,000 base salary, plus equity and benefits.