Remote Payroll Tax Services Lead

Overview

This role supports Payroll Tax Operations (PTO) as a Lead Tax Processor and Subject Matter Expert (Level X5). The position serves as a technical leadership resource for the team, independently resolving the most complex, high-stakes, and ambiguous payroll tax escalations.

This is an hourly, non-exempt position. Minimum schedule is 20 hours per week, with the option to flex up to 40 hours per week based on business need. Overtime pay is available.

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 provide formal approval of Standard Operating Procedures (SOPs) and Knowledge Base (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 support 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 end-to-end mastery of daily operational workflow, providing independent oversight 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, 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 with data-driven recommended responses to the M1 manager and cross-functional stakeholders.
• Represent the team in cross-functional meetings, model strong compliance integrity, and provide 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 functioning formally as a lead, senior specialist, or SME, including 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 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, habitually 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 supporting 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

This role includes a 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.

Location

US locations as listed in the compensation section (including California, Colorado, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, and Washington).