Payroll Customer Support Specialist (AI)

Location: Hybrid, with 3 days per week in the office in San Francisco or New York City; candidates must live within a reasonable commute of one of these offices.

Salary: $75,000–$85,000 per year, plus equity.

Company

hirify.global builds AI- and payments-enabled HR, finance, and operations software for construction and field-services contractors.

What you will do

• Resolve payroll, tax, HR, benefits, and platform support inquiries by phone, screenshare, and email.
• Diagnose complex multi-step issues and explain resolutions clearly to customers.
• Handle construction payroll scenarios including certified payroll, prevailing wage, union fringes, and multi-state field crews.
• Meet Resolution, SLA, and CSAT goals while maintaining support quality.
• Partner with CX, Product, and Engineering to report bugs, request features, and improve processes.
• Maintain knowledge-base content and AI-powered support tools, while developing expertise in payroll, tax, HR, or benefits.

Requirements

• At least 2 years of experience supporting payroll customers or processing payroll at a payroll provider, PEO, HR technology company, or accounting firm.
• Working knowledge of federal and state payroll tax, withholding, SUI/SUTA, 941s, W-2s, W-2cs, amendments, and filing corrections.
• Experience with garnishments, multi-state withholding and reciprocity, pre- and post-tax deductions, off-cycle payrolls, and correction payrolls.
• At least one year-end and tax season completed.
• Strong organization, queue management, customer expectation-setting, and written and verbal communication skills.
• Ability to troubleshoot unfamiliar software independently without relying on scripts.
• Self-starting, high-ownership approach and comfort working with ambiguity.
• Comfort using AI tools and workflows beyond a basic level, with interest in building or improving them.

Nice to have

• Experience with certified payroll, prevailing wage, union fringes, or multi-state crews.
• Familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation.
• Experience writing knowledge-base content or training teammates.
• Experience using AI to build internal tools or improve workflows.

Culture & Benefits

• Hybrid work emphasizes working side by side in the office three days per week; occasional travel is required for onboarding and company off-sites.
• Medical, dental, FSA, and vision coverage, plus a company-matched 401(k).
• Flexible PTO and 16 weeks of paid parental leave for all parents, including adoptive and foster parents.
• Annual educational allowance for professional development.
• Office snacks, coffee, lunch, commuter benefits, and company-wide and team-specific off-sites.

Hiring process

• Recruiter screen, hiring manager interview, take-home exercise, domain challenge, and final leadership interview.
• Applications may be reviewed by an AI-assisted tool against the stated qualifications, with final decisions made by the recruiting team.