Senior Payroll Services Specialist - Remote

Overview

This role is part of Payroll Tax Operations (PTO) and focuses on end-to-end resolution of payroll tax issues across Notices, Corrections, and Amendments. As a Senior Payroll Tax Processor and Subject Matter Expert (SME), you will serve as a technical lead for the team—spending significant time supporting less experienced staff while independently owning the most complex cases in the queue.

This position is primarily about fixing payroll tax problems (not running payroll). You will resolve complex State and Federal tax notices, prepare and file amended returns across multiple states, correct multi-period payroll tax errors, and ensure knowledge transfer to the broader team.

Responsibilities

• Resolve the most complex State and Federal payroll tax notices in the team’s queue, including multi-quarter, multi-state, and penalty assessment scenarios.
  • Own the full case lifecycle from intake and root-cause analysis through agency response, submission, and confirmed closure.
• Prepare and file amended Federal and State payroll tax returns (Form 941-X and state equivalents) across 10+ states end-to-end.
  • Includes reconciliation to the original return, recomputed liability schedules, W-2c preparation, and SSA reconciliation.
• Diagnose and resolve payroll tax errors spanning multiple pay periods or jurisdictions.
  • Trace discrepancies to the originating payroll run, determine tax impact across all affected quarters, and drive the complete correction workflow through confirmed resolution.
• Maintain high productivity and resolve customer Correction, Amendment, and Notice requests with high accuracy.
• Monitor team WIP daily.
  • Identify aging cases, stuck holds, and Known Issues (KIs); resolve barriers proactively.
  • Bring systemic blockers to M1 with root-cause analysis and a recommended resolution path.
• Serve as a primary real-time resource for Senior Payroll Tax Processors.
  • Answer questions via Slack, Zoom, and side-by-side sessions.
  • Teach the resolution process so the team builds capability rather than dependency.
• Conduct structured coaching sessions at least once per quarter with each assigned team member using the SBIC feedback model.
  • Increase frequency for agents who are underperforming or working through a learning gap.
• Contribute to team huddles, group QA sessions, and process meetings.
• Author, review, and approve SOPs and Knowledge Base (KB) articles for core processes.
  • Identify recurring error patterns in QA data and bring corrective action recommendations to M1.
• Identify trends and emerging compliance issues.
  • Communicate findings to M1 and relevant stakeholders with a recommended response and drive implementation.
• Support cross-functional collaboration with Corrections, Amendments, Pay & File, and Tax Notice teams to resolve interconnected customer issues end-to-end.

Qualifications

• 4+ years of payroll tax experience with demonstrated focus on tax defect resolution for notice response, amended return preparation, and payroll error correction across multiple states.
• Expert knowledge of State and Federal payroll tax notice types.
  • Proven ability to independently draft penalty abatement requests and formal agency response letters with complete supporting documentation.
• Hands-on experience preparing and approving amended Federal (Form 941-X, W-2c) and State payroll tax returns across all states, including jurisdictions with complex local requirements such as PA, OH, and more.
• Deep knowledge of federal payroll tax law, including FICA, FUTA, FITW, employment tax deposit schedules, and associated penalty and interest structures.
• Multi-state payroll tax expertise, including reciprocal agreements, resident and nonresident taxation, SUI account management, and local tax compliance across multiple jurisdictions.
• Prior experience functioning as a lead, senior specialist, or SME.
  • Able to provide specific examples of coaching or training junior staff through complex resolution scenarios.
• Deep knowledge of federal and state tax payment and filing regulations across all US jurisdictions.
  • Advanced Excel skills for reconciliation and audit trail work.
• Strong written communication skills.
  • SOPs and KB articles must be accurate and actionable, written for a Tax processor audience without requiring revision.
• Associate’s or Bachelor’s degree in Accounting, Finance, or Business preferred; equivalent experience accepted.

Preferred Qualifications

• Certified Payroll Professional (CPP) preferred; expected within 18 months of Staff Payroll Tax Processor placement.
  • FPC accepted for candidates with 5+ years of demonstrated tax defect resolution experience.
  • Enrolled Agent (EA) is a strong differentiator.
• Experience at a payroll service bureau, PEO, or multi-client payroll tax operations environment strongly preferred.

Compensation & Benefits

• This position includes eligibility for a cash bonus, equity rewards, and benefits, in accordance with applicable plans and programs.
• Expected base pay range by location:
  • California (Bay Area): $40.50 - $54.50
  • Southern California: $40.50 - $54.50
  • Colorado: $32.00 - $43.50
  • District of Columbia: $32.00 - $43.50
  • Hawaii: $33.50 - $45.50
  • Illinois: $32.00 - $43.50
  • Maine: $29.00 - $39.50
  • Maryland: $32.00 - $43.50
  • Massachusetts: $33.50 - $45.50
  • Minnesota: $29.00 - $39.50
  • New Jersey: $33.50 - $45.50
  • New York: $40.50 - $54.50
  • Ohio: $29.00 - $39.50
  • Vermont: $32.00 - $43.50
  • Virginia: $32.00 - $43.50
  • Washington: $33.50 - $45.50

Pay offered is based on job-related knowledge, skills, experience, and work location. Regular comparisons are conducted across categories of ethnicity and gender to support fair pay.

Location

This is a US-based role with compensation ranges listed for the following locations: California (Bay Area) and Southern California, Colorado, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, and Washington.

Schedule

• 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