Lead, Tax Resolution Specialist III

🕒 October 2

🇺🇸 United States – Remote

💵 $27 - $32 / hour

⏰ Full Time

🟠 Senior

💰 Tax

👻 Ghost score 3%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Patriot Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

💰 Series B - Patriot Software on 2023-07

SaaS • B2B

Patriot Software is a U. S. -based company that provides cloud-hosted accounting and payroll software targeted primarily at small and medium-sized businesses. It offers subscription SaaS products including accounting, payroll (including full-service payroll and tax filing), time & attendance, HR features, and optional bookkeeping services, with mobile access and U. S. -based customer support.

📋 Description

• Work the tax notice queue, research each notice’s root cause, and communicate clear, accurate resolutions to customers • Respond to inbound customer calls and emails about payroll tax issues • Serve as a resource to the Tax Department and other departments on complex tax questions and customer interactions • Become an expert in Patriot’s internal payroll tax software and help the team use it effectively • Use payroll and tax knowledge to support, improve, and build an online payroll tax engine • Lead by example for the Tax Resolution Specialist and Tax Settings Specialist teams • Take escalated customer calls and guide them to professional, timely resolutions • Perform quality checks, monitor customer calls, review work, and provide constructive feedback • Review weekly team-member check-ins and identify where additional support is needed • Partner with the Tax Manager on team performance and productivity • Identify knowledge gaps and determine appropriate coaching, training, or support • Support ongoing training and development in payroll tax knowledge, customer service, and performance • Ensure smooth workflow between the Tax Resolution and Tax Settings teams • Partner with the Tax Manager to build the Tax Settings function from the ground up • Define quality standards, output measurements, and customer-impact measures • Adapt duties and activities quickly to deliver an exceptional customer experience

🎯 Requirements

• 3+ years of experience working in payroll or payroll tax, responding to customer inquiries and tax notices • 1+ years of experience handling customer escalations • 2+ years of experience in a leadership role within a customer support setting • Working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings in all 50 states • Self-starter who takes initiative and can build processes where none exist yet • Tech-savvy, with the ability to learn technical subjects and new software quickly • Excellent time management, organizational, and prioritization skills • Ability to balance individual output with leadership responsibilities • Ability to think conceptually, with high attention to detail • Superior people and customer service skills, including verbal and written communication • Ability to stay calm and professional with frustrated customers • Ability to work independently and in a team setting • Ability to coach team members in an honest but tactful manner • High School Diploma or GED equivalent • Legally reside in and be eligible to work in the United States • Ability to work core hours typically between 9 am and 6 pm EST, Monday through Friday, with occasional work outside core hours

🏖️ Benefits

• Paid time off, inclusive of vacation and sick time • Paid holidays • Medical, dental, and vision insurance • Section 125 HSA and FSA accounts • Benefits beginning the first of the month following hire • Company-paid life, short-term, and long-term disability insurance • 401(k) with company match • Up-to-date hardware and equipment provided • Flexible scheduling and opportunities for advancement • Engaging and collaborative company culture • Education reimbursement • Home office setup stipend after introductory period

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