Overview
This role involves providing expert payroll tax customer support for a cloud-based Human Capital Management (HCM) platform used globally. The position focuses on delivering timely, accurate tax case resolutions and exceptional customer service to build trust and long-term client relationships.
Responsibilities
- Provide front-line payroll tax support through case management, phone, and virtual meetings.
- Manage a portfolio of cases, ensuring timely updates and resolution within service level agreements.
- Analyze payroll tax filings and related data to identify discrepancies and root causes.
- Implement accurate solutions to complex tax issues using strong analytical and problem-solving skills.
- Collaborate cross-functionally to resolve escalated or multi-layered tax matters.
- Support peak processing periods, including overtime during quarter-end cycles as needed.
- Contribute to initiatives aimed at improving the customer experience.
- Perform other related duties as assigned.
Requirements
- Bachelor’s degree or a minimum of 3 years of payroll tax experience, preferably with multi-jurisdictional exposure.
- Direct experience with payroll tax filings and compliance requirements.
- Strong analytical skills with exceptional attention to detail and accuracy.
- Excellent written and verbal communication skills, capable of explaining complex tax matters clearly.
- Ability to manage multiple priorities in a deadline-driven environment.
- Advanced customer service skills.
- Flexibility to work overtime during peak periods, including occasional weekends during quarter-end processing.
Preferred Qualifications
- Experience working with SQL or relational databases.
- Familiarity with Microsoft Office applications such as Excel and Word.
- Experience using Salesforce or other case management systems.
- Completion of CPA Payroll Compliance Legislation and Payroll Fundamentals courses.
Compensation & Benefits
- Competitive pay and benefits package.
- Comprehensive wellness initiatives.
- Generous time-off programs.
- Opportunities for personal and professional growth.
- Support for community involvement through volunteer days and charitable initiatives.
Note: Salary ranges are guidelines; final compensation may vary based on experience, skills, location, and other factors.
Location
This position supports a global platform with operations across North America, Europe, Middle East, Africa, and Asia Pacific regions. Specific location details will be provided during the recruitment process.