Customer Support Specialist, Tax

Responsibilities

• Troubleshoot and resolve payroll tax-related issues and guide customers through payroll processing, tax filing, and compliance questions.
• Become the go-to product expert on our US Payroll and Tax capabilities for customers.
• Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams.
• Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience.
• Partner with Product Managers to provide insights on support volume, customer feedback, and critical compliance concerns.
• Serve as a senior resource and point of escalation for Customer Support Specialists on complex, region-specific payroll issues.
• Personally own and resolve the most challenging customer cases by leveraging your deep platform and country-specific payroll expertise.

Requirements

• 1-4 years of customer support experience in US Payroll domain.
• Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies.
• Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred.
• Bachelor's degree.
• Demonstrated experience in problem-solving, troubleshooting a SaaS product with attention to detail.
• Time management skills and ability to prioritize.
• Excellent communication skills, both written and verbal (in English).
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST.

Compensation

This role will receive a competitive hourly rate + benefits.

• Tier 2: $23.49 per hour
• Tier 3: $22.19 per hour