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 for the team, serve as the primary escalation resource for complex and ambiguous issues, and independently resolve the most high-stakes matters. You will also own governance over Standard Operating Procedures (SOPs) and Knowledge Base (KB) content, coach team members, and help build workforce capacity.

The work is virtual with flexible scheduling. Minimum availability is 20 hours per week, with the option to flex up to 40 hours per week based on business need. This is an hourly, non-exempt role eligible for overtime pay.

Responsibilities

• Serve as the primary, real-time technical go-to expert for TP1, TP2, and TP3 staff by answering complex questions and teaching resolution paths to build team capability.
• Own the authoring, technical review, and formal approval of SOPs and KB articles across core operations.
• Conduct structured, formal coaching sessions at least once per quarter with assigned team members using the SBIC feedback model to close skill gaps.
• Lead or contribute to team huddles, group QA sessions, and performance board updates.
• Act as the primary backup facilitator for Daily Stand-Ups when the M1 manager is unavailable.
• Maintain total mastery of the daily business landscape, providing independent oversight of team WIP management, backlog reduction, and aging reports, and 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 (Form 941-X, W-2c) and State returns across all states, ensuring complete audit trails and ledger reconciliation.
• Identify systemic trends, emerging compliance risks, and Known Issues (KIs), and communicate findings to the M1 manager and cross-functional stakeholders with data-driven recommended responses.
• Represent the team’s perspective in cross-functional meetings, demonstrating a commitment to compliance integrity and providing risk-informed alternatives under pressure.

Required Qualifications

• 4+ years of payroll tax experience with a demonstrated focus on complex tax defect resolution, notice response, and multi-state amendment filings.
• Prior experience serving formally as a lead, senior specialist, or SME, with specific 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 to create, review, and approve SOPs 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 “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

• Competitive compensation package with pay for performance rewards.
• 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 will 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.
• Regular comparisons across categories of ethnicity and gender are conducted to help drive fair pay.

Location

• This role is available in: California (Bay Area), Southern California, Colorado, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, and Washington.