Payroll Support Specialist (US / Pacific Hours)

Overview

This is a fully remote role.

The organization operates in embedded fintech, transforming payroll systems by integrating payroll infrastructure directly into software platforms businesses already use. It provides APIs and infrastructure that enable modern SaaS platforms to offer payroll services. Payroll processing is supported across all 50 US states and Canada.

The Payroll Support Specialist role delivers expert support and education on US payroll to customers and platform partners. This position helps resolve complex payroll issues, improves customer experience, and contributes to building payroll knowledge resources and product improvements. The specialist serves as a primary 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 partner support and education
• Collaborate with knowledge and enablement teams to deliver payroll expertise across partner support, onboarding, and training
• Maintain in-depth product knowledge and provide payroll and tax guidance
• Conduct or assist with training sessions and support partner training activities
• Audit and improve customer experience and payroll operations processes
• Work with teams to integrate payroll systems 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 in customer-facing payroll support
• Strong written and verbal communication skills; 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
• 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.

Equal Opportunity

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