Customer Support Specialist (Payroll Support)

📋 Description

• Manage customer support inquiries via phone/screenshare and email (about a 50/50 split), ensuring
• Dig into complex, multi-step issues: figure out what broke, why, and what the customer needs to do
• Untangle construction-specific payroll scenarios like certified payroll, prevailing wage, union
• Hit Resolution, SLA, and CSAT goals while keeping quality high
• Work cross-functionally with our entire CX and Product orgs
• Spot patterns in what customers are running into and turn them into bug reports, feature requests

🎯 Requirements

• 2+ years supporting payroll customers or processing payroll directly, at a payroll provider, PEO
• Working knowledge of payroll tax: federal and state withholding, SUI/SUTA, 941s, W-2s and W-2cs
• Comfort with the messy stuff: garnishments, multi-state withholding and reciprocity, pre- and
• At least one year-end and tax season under your belt
• You pride yourself in being organized and having clean queue hygiene. No cases slip through the
• Strong troubleshooting instincts: the ability to learn software you've never seen before and work

🎁 Benefits

• Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity
• Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family’s
• 401(k) Retirement Plan: Company-matched contributions to help you plan for your future.
• Flexible PTO: Take the time you need to recharge and be your best self.
• Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.
• Learning & Development: We offer every employee an annual educational allowance to explore