Remote Payroll Tax Services Lead

Overview

This role is a Lead Tax Processor and Subject Matter Expert (Level X5) position within Payroll Tax Operations (PTO). You will provide technical leadership to the team, serve as the primary go-to resource for complex escalations, and independently resolve the most difficult, high-stakes, and ambiguous issues.

As part of a virtual services environment, team members support customers year-round with flexible hours and schedules.

Hours

• Minimum of 20 hours per week
• Option to flex up to 40 hours per week based on business need
• Hourly, non-exempt position eligible for overtime pay

Responsibilities

• Act as the primary, real-time technical expert for TP1, TP2, and TP3 staff by answering complex questions and teaching resolution paths to build team capability.
• Author, technically review, and formally approve Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles across core operations.
• Conduct structured, formal coaching sessions at least once per quarter using the SBIC feedback model to proactively close skill gaps.
• Lead or contribute to team huddles, group QA sessions, and performance board updates.
• Serve as the primary backup facilitator for Daily Stand-Ups when the M1 manager is unavailable.
• Maintain full oversight of the daily business landscape, including independent review of team WIP management, backlog reduction, and aging reports to recommend staffing adjustments to the M1 manager.
• Resolve the most severe State and Federal payroll tax notices in the queue, including multi-quarter IRS discrepancies, state audit inquiries, and cross-jurisdictional penalty assessments.
• Approve highly complex amended Federal and State returns across all states, including Form 941-X and W-2c, ensuring complete audit trails and ledger reconciliation.
• Identify systemic trends, emerging compliance risks, and Known Issues (KIs), and communicate findings with data-driven recommended responses to the M1 manager and cross-functional stakeholders.
• Represent the team’s perspective in cross-functional meetings and provide risk-informed alternatives under pressure while maintaining compliance integrity.

Required Qualifications

• 4+ years of payroll tax experience with demonstrated focus on complex tax defect resolution, notice response, and multi-state amendment filings.
• Prior experience functioning formally as a lead, senior specialist, or SME, with examples of coaching, mentoring, or training junior staff through nuanced resolution scenarios.
• Expert knowledge of tax payment and filing regulations across all US jurisdictions, including extensive experience with local municipal tax systems (e.g., PA, OH) and state-level programs (e.g., PFML, SDI).
• Advanced writing skills used to create, review, and approve Standard Operating Procedures and technical documents for a tax processor audience without requiring revision.
• Demonstrated extreme ownership of team Service Level Agreements by consistently identifying "red flags" and resolving workflow barriers before they impact the business.
• A consistent "validation-first" mindset—bringing fully vetted potential solutions and technical alternatives to leadership rather than only identifying problems.
• 5+ years of experience independently handling highly sensitive customer and internal peer escalations with minimal leadership guidance.
• 4+ years of experience in contact center, customer service, or back-office operations enabling navigation of high-volume, service-related business needs.
• Comfortable leveraging and testing AI (artificial intelligence) tools to complete daily tasks and drive continuous improvement across team workflows.

Preferred Qualifications

• Certified Payroll Professional (CPP) designation is highly preferred, or expected within 18 months of placement; Enrolled Agent designation is a strong differentiator.
• High proficiency in driving Lean management practices, including consistent execution of Daily Huddles, Gemba Walks, and use of Daily Management boards to resolve operational bottlenecks.
• History of exceeding standard metrics while maintaining a personal quality accuracy rate of 95% or higher.

Compensation & Benefits

Intended compensation includes a pay-for-performance rewards approach.

Expected base pay range by location:

• California (Bay Area): $46.00 - $62.00
• Southern California: $46.00 - $62.00
• Colorado: $38.00 - $51.00
• District of Columbia: $38.00 - $51.00
• Hawaii: $39.50 - $53.50
• Illinois: $38.00 - $51.00
• Maine: $34.50 - $46.50
• Maryland: $38.00 - $51.00
• Massachusetts: $39.50 - $53.50
• Minnesota: $34.50 - $46.50
• New Jersey: $39.50 - $53.50
• New York: $46.00 - $62.00
• Ohio: $34.50 - $46.50
• Vermont: $38.00 - $51.00
• Virginia: $38.00 - $51.00
• Washington: $39.50 - $53.50

This position may be eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans and programs. Pay offered is based on job-related knowledge, skills, experience, and work location. Compensation comparisons are conducted regularly to support fair pay across categories of ethnicity and gender.