Customer Support Specialist, Time Off Support

Responsibilities

• Become a product expert and provide accurate guidance to customers and colleagues.
• Own customer issues from start to finish in a fast-paced environment.
• Respond to customer inquiries via email, chat, or video conferencing.
• Diagnose and resolve product and service issues, explaining solutions and following up to ensure resolution.
• Troubleshoot accounting integration failures, including GL sync errors, journal entry issues, and API connectivity problems.
• Document customer interactions, transactions, comments, and complaints in the CRM system.
• Gather customer feedback and share insights with Product and Engineering teams.
• Stay current on company policies, procedures, and product updates.
• Manage schedules and priorities under time constraints and high-volume support demands.
• Deliver exceptional customer service and promote customer satisfaction.

Requirements

• Bachelor's degree.
• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts, including journal entries, chart of accounts, and GL mapping.
• Experience diagnosing integration failures, sync errors, and data mapping issues.
• Strong problem-solving, troubleshooting, attention-to-detail, time-management, prioritization, written communication, and verbal communication skills.
• Excellent written and verbal communication skills in English.
• Availability to work 9:00 PST–5:30 PST.

Nice to Have

• Experience with QuickBooks Online, NetSuite, Sage Intacct, or Xero.
• Familiarity with payroll operations, including pay runs, earnings codes, deduction types, and payroll-to-accounting data flows.
• Experience with REST APIs, webhooks, or OAuth authentication.
• Background in payroll processing or bookkeeping.
• Familiarity with HRIS platforms.

Compensation and Benefits

• Tier 2: $23.49 per hour.
• Tier 3: $22.19 per hour.
• Benefits may include medical, dental, vision, life insurance, retirement benefits, and paid time off, subject to company policy.
• The role may also be eligible for bonuses, commissions, and/or equity, subject to applicable plans and policies.