Payroll and Taxes Customer Care Advocate

You will guide small business owners through payroll and tax products, resolve inquiries through email, chat, and phone, troubleshoot payroll and tax issues, explain product updates, and collaborate internally to improve customer solutions.

Responsibilities

• Provide customer service through email, chat, and live phone shifts
• Resolve payroll and tax inquiries
• Communicate product and feature updates to customers
• Navigate product changes and solve customer issues
• Develop payroll and tax product knowledge
• Collaborate with advocates and internal teams
• Influence product development
• Work additional weekend overtime during annual volume spikes
• Use a solution-oriented search-first approach

Requirements

• 1+ year of payroll industry experience
• Understanding of taxes, compliance, filings, and wage laws across multiple states
• 2+ years of customer-facing experience
• Problem-solving and communication skills
• Attention to detail and comfort working with numbers
• Proficiency with GSuite and Mac
• Familiarity with Salesforce, JIRA, and Slack
• Critical thinking skills
• Conflict resolution skills
• Reliability and attendance
• Technical communication skills

Benefits

• Equity (RSUs)
• Hybrid work