Customer Support Specialist (Payments)

TL;DR

Customer Support Specialist (Payments): Providing expert support for payroll, payments, and tax concerns for small business customers with an accent on money movement and compliance. Focus on resolving complex payroll issues, reducing customer churn, and collaborating with cross-functional teams to improve product experience.

Location: Hybrid in Tampa, Florida. Shift: Monday-Friday, 8am-5pm EST.

Salary: $32.55 - $35.81 per hour

Company

HR and payroll platform that helps small businesses manage their employees and compliance.

What you will do

• Own payroll and money movement tasks including ACH processing, billing, and tax relief programs.
• Explain complex payroll compliance and tasks (terminations, overpayments) in simple, user-friendly terms.
• Triage payment issues and manage company offboardings and specialty tax projects.
• Gather feedback from at-risk customers to identify churn reasons and areas for product improvement.
• Collaborate with Retention and product teams to enhance customer experience and service.
• Provide multi-channel support via phone, email, chat, and video conferencing under strict deadlines.

Requirements

• 6+ years of professional customer service experience, preferably in B2B SaaS or B2B contact centers.
• 1 year of experience working with payroll concepts and practices.
• Must be based in Tampa, Florida for hybrid office attendance.
• Available for the shift schedule of Monday-Friday, 8am-5pm EST.
• Proficiency with Zendesk, JIRA, Talkdesk, Google Suite, and Microsoft Office.
• Strong verbal and written communication skills.

Nice to have

• Prior experience in PEO, payroll, or HR industries.
• Payroll industry certifications such as CPP (Certified Payroll Professional) or FPC (Fundamentals of Payroll Certification).
• Business-level proficiency in Spanish or another second language.

Culture & Benefits

• Welcoming and casual work environment with a focus on people and support.
• Company retreats and opportunities to learn from startup community leaders.
• Comprehensive wellness program and competitive benefits package.
• Entrepreneurial and data-driven culture that encourages iteration and problem-solving.