Overview
This role is for an experienced payroll professional who understands payroll and payroll tax and enjoys helping customers resolve real-world issues. As a Customer Services Analyst, you will support customers using payroll and tax software by investigating payroll calculation discrepancies, rejected tax filings, and reporting issues, then guiding customers to effective resolutions.
This is a hands-on support position requiring knowledge of payroll processes, compliance requirements, and deadlines. It is not a call-center or entry-level role.
The position is fully remote, requiring candidates to be based in the Central or Eastern US time zones. The fixed shift is 10:00am-7:00pm Eastern Time (or 9:00am-6:00pm Central Time). Additional hours may be needed during peak payroll or year-end periods.
Responsibilities
- Respond to customer inquiries via phone, chat, and ticketing systems
- Troubleshoot payroll calculation issues, paycheck discrepancies, and payroll cycle errors
- Assist customers with payroll tax setup and jurisdiction management across multiple states
- Support year-end payroll and tax activities
- Investigate rejected tax filings, reporting discrepancies, and compliance concerns
- Guide customers through payroll reports, tax forms, and audit checks
- Use screen sharing, system tools, and knowledge bases to resolve issues
- Document issues and resolutions clearly in the ticketing system
- Manage and prioritize workload to meet strict payroll deadlines
- Identify recurring issues and contribute to reducing repeat problems
- Assist with testing payroll updates, tax table changes, and regulatory releases
- Communicate payroll processes and deadlines clearly and practically
- Build trust through calm, professional communication
- De-escalate difficult situations while focusing on resolution
- Escalate issues when necessary and remain involved through resolution
Requirements
- Hands-on experience with payroll and payroll tax
- Experience with payroll calculations, tax setup, filings, or compliance
- Confidence in making decisions impacting customer payrolls and tax reporting
- Strong attention to detail and ability to manage multiple deadlines
- Clear written and verbal communication skills
- Calm, problem-solving approach under time pressure
Preferred Qualifications
- Bachelor’s degree (preferred but not required)
- Strong Excel skills for reviewing and validating payroll data
- Experience supporting payroll or tax software in a customer-facing role
- Multi-state payroll and tax experience
Compensation & Benefits
- Opportunity to apply and deepen payroll and payroll tax knowledge
- Exposure to complex, multi-jurisdiction payroll and tax scenarios
- Supportive, experienced team environment with clear processes
- Ownership and responsibility in handling customer issues
- Potential career pathways into payroll technology, onboarding, data migration, training, client success, and product roles
Location
- Fully remote position
- Candidates must be based in Central or Eastern US time zones
- Fixed shift: 10:00am-7:00pm Eastern Time or 9:00am-6:00pm Central Time
- Additional hours may be required during peak periods