Overview
This role is for an experienced payroll professional who understands payroll and payroll tax processes and enjoys helping customers resolve real-world issues. As a Customer Services Analyst, you will support users of payroll and tax software by investigating payroll calculation discrepancies, rejected tax filings, and reporting errors, guiding customers to effective resolutions.
This is a hands-on support position requiring strong knowledge of payroll processes, compliance requirements, and deadlines. It is not an entry-level or call-center 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 issues
- 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 professionally
- De-escalate difficult situations while focusing on resolution
- Escalate issues when necessary and remain involved through to resolution
Requirements
- Hands-on experience with payroll and payroll tax processes
- Familiarity with payroll calculations, tax setup, filings, and 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
- Experience with multi-state payroll and tax scenarios
Compensation & Benefits
- Opportunity to apply and deepen payroll and payroll tax expertise
- Exposure to complex, multi-jurisdiction payroll and tax scenarios
- Supportive team environment with clear processes and expectations
- 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