Payroll Support Specialist (US / Pacific Hours)

This is a Fully Remote Job About Our Client:The organization operates in the embedded fintech industry, focusing on transforming payroll systems by integrating payroll infrastructure directly into software platforms businesses already use. It addresses challenges in payroll speed, ease, and transparency by providing APIs and infrastructure that enable modern SaaS platforms to offer payroll services. The company handles payroll processing across all 50 US states and Canada, working to disrupt a significant legacy payroll market. About the Opportunity:The PAYROLL SUPPORT SPECIALIST role is designed to deliver expert support and education on US payroll to customers and platform partners. This position is key in resolving complex payroll issues, enhancing customer experience, and contributing to the development of payroll knowledge resources and product improvements. The specialist acts as a primary contact for payroll inquiries, collaborates with cross-functional teams, and supports scalable process and team development. Responsibilities:Provide expert-level support and address complex payroll issuesManage partner relationships as the first point of contact for support and educationCollaborate with knowledge and enablement teams to supply payroll expertise across partner support, onboarding, and trainingMaintain deep understanding of the product and provide payroll and tax guidanceConduct or assist in training sessions and support partner training activitiesAudit and improve customer experience and payroll operations processesWork with teams to integrate payroll systems and identify process improvementsCollect and relay product feedback to product and engineering teamsRoute non-support inquiries to appropriate teams Requirements:Minimum 4 years of US payroll support experienceExperience in customer-facing payroll supportStrong written and verbal communication skills, capable of explaining complex payroll topics clearlyProficiency with AI tools for reporting and support material creationAdvanced data manipulation skills in Excel and Google SheetsAbility to work effectively in a startup environmentSelf-motivated with teamwork skillsGrowth mindset and eagerness to learnExperience with ticketing systems and workload trackingAttention to detail and ability to manage multiple tasks accuratelyProficiency with Google Workspace, Slack, Zendesk, Pylon Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.