Customer Care Specialist - US Payroll

About the Company

Responsibilities

• ● Deliver exceptional customer experiences by resolving payroll, tax, and product-related issues accurately, efficiently, and empathetically.
• ● Support customers through payroll workflows including payroll processing, employee setup, direct deposits, tax withholdings, payroll corrections, reporting, and year end activities.
• ● Assist restaurant operators in understanding payroll processes, tax related functionality, and product capabilities while ensuring a seamless customer experience.
• ● Troubleshoot payroll calculations, tax filing issues, employee records, earnings, deductions, benefits, and payroll configuration using internal systems and tools.
• ● Communicate complex payroll and technical concepts clearly to customers with varying levels of payroll knowledge.
• ● Manage multiple customer interactions simultaneously while maintaining accuracy, ownership, and attention to detail.
• ● Collaborate closely with Payroll Operations, Tax Operations, and internal support teams to resolve complex customer issues.
• ● Handle sensitive payroll and employee information with the highest level of confidentiality and professionalism.
• ● Continuously expand your expertise in U.S. payroll regulations, tax concepts, Toast Payroll functionality, and emerging product capabilities through ongoing learning and hands on experience.
• ● Support process improvements, contribute to knowledge management, and help create a seamless payroll support experience for our customers.

Requirements

• ● 1-3 years of customer support experience, preferably supporting Payroll, HRIS, Tax, Financial, Accounting, or SaaS products.
• ● Bachelor's degree in any discipline.
• ● Top notch verbal and written communication skills in English.
• ● Experience supporting payroll, tax, financial, or related software products.
• ● Strong understanding of U.S. payroll fundamentals, payroll processing, employee lifecycle, payroll taxes, deductions, earnings, direct deposits, and payroll compliance concepts.
• ● Working knowledge of U.S. Federal, State, and Local payroll tax concepts, tax withholdings, W-2s, payroll adjustments, and year end payroll activities.
• ● Ability to explain payroll and tax concepts clearly, accurately, and empathetically to customers with varying levels of technical expertise.
• ● Strong analytical and troubleshooting skills with the ability to investigate payroll discrepancies, system behaviour, and customer configuration issues.
• ● Strong attention to detail and discretion when handling confidential payroll, tax, and employee information.