Customer Support Specialist, Payments

📋 Description

• Own payroll and money movement tasks (payments, tax relief, filings, ACH, billing)
• Explain payroll concepts and compliance in simple terms; educate customers on product
• Provide admin services: payments triage, retention, onboarding/offboarding, payroll/tax projects
• Gather feedback from at-risk customers to understand churn and improvement areas
• Collaborate with Retention to coordinate on at-risk customers
• Multi-channel support (phone, email, chat, video) with urgency and deadlines

🎯 Requirements

• Availability Mon-Fri 11am-8pm ET; onsite Tue/Wed in NYC (55 Water St) (required)
• 6+ years in customer service or client-facing role, preferably B2B SaaS (required)
• 1 year payroll concepts/practices experience (required)
• Experience with Zendesk, JIRA, Talkdesk, Google Suite, MS Office (required)
• CPP or FPC payroll certifications (preferred)
• Spanish or another business-level language a plus

🎁 Benefits

• Competitive benefits and wellness program offerings
• Company retreats and startup-learning environment
• Onsite NYC office with hybrid work options
• Inclusive, equal-opportunity employer with accommodations
• Access to Total Rewards and DEIB resources