Payroll Support Specialist (US / Pacific Hours)

Overview

• Fully remote position.
• This organization operates in the embedded fintech industry, transforming payroll systems by integrating payroll infrastructure directly into software platforms businesses already use.
• The organization provides payroll processing across all 50 US states and Canada.

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 share payroll expertise across partner support, onboarding, and training.
• Maintain deep understanding of the product 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, with 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.
• Attention to detail and the ability to manage multiple tasks accurately.
• Proficiency with Google Workspace, Slack, Zendesk, Pylon.

Compensation & Benefits

• Pay range and compensation package 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.