Lead Tax Resolution Specialist III

New

Fully remote opportunity within the United States, Core hours of approximately 9:00 AM–6:00 PM ET, Monday through FridayFull-TimeLead

Salary$27.00–$32.00 per hour

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Job Details

Experience: 3+ years of experience working in payroll or payroll tax; 1+ year of experience handling customer escalations; 2+ years of experience in a leadership role within a customer support or service environment.
Required Skills: CoachingProcess improvementCustomer support

Have 3+ years of experience working in payroll or payroll tax, including responding to customer inquiries and tax notices.
Have 1+ year of experience handling customer escalations.
Have 2+ years of leadership experience in a customer support or service environment.
Have working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings across all 50 states.
Demonstrate strong customer service and clear, professional communication with customers and employees at all levels.
Have strong coaching abilities and provide honest, tactful, actionable feedback.
Be able to create and improve processes where established structures do not yet exist.
Have strong technical aptitude and the ability to learn software and complex technical concepts quickly.
Have excellent time management, organization, prioritization, and attention to detail.
Be able to balance individual tax resolution work with leadership responsibilities.
Be comfortable working independently and collaboratively in a remote team environment.
Have a high school diploma or GED equivalent.
Be able to work core hours of approximately 9:00 AM–6:00 PM ET, Monday through Friday.

Research payroll tax notices, identify root causes, and communicate accurate resolutions to customers by phone and email.
Handle escalated customer interactions and resolve complex payroll tax issues.
Serve as a subject matter resource for the Tax Department and other teams on complex tax questions and customer interactions.
Develop expertise in internal payroll tax software and help team members use tax technology effectively.
Support improvements to the online payroll tax engine and overall customer experience.
Set expectations for quality, productivity, customer care, and professional conduct across Tax Resolution and Tax Settings teams.
Review customer interactions and team members’ work, and provide constructive coaching.
Partner with the Tax Manager to identify performance challenges, knowledge gaps, and training or development needs.
Support training in payroll tax, customer service, and technical processes.
Help build the Tax Settings function by defining processes, performance expectations, output measures, and customer impact metrics.

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