Payroll & Tax Support Analyst

Overview This role is for an experienced payroll professional who understands payroll and payroll tax processes and enjoys helping customers resolve real-world issues. As a Customer Services Analyst, you will support users of payroll and tax software by investigating payroll calculation discrepancies, rejected tax filings, and reporting errors, guiding customers to effective resolutions. This is a hands-on support position requiring strong knowledge of payroll processes, compliance requirements, and deadlines. It is not an entry-level or call-center role. The position is fully remote, requiring candidates to be based in the Central or Eastern US time zones. The fixed shift is 10:00am-7:00pm Eastern Time (or 9:00am-6:00pm Central Time). Additional hours may be needed during peak payroll or year-end periods. Responsibilities Respond to customer inquiries via phone, chat, and ticketing systems Troubleshoot payroll calculation issues, paycheck discrepancies, and payroll cycle errors Assist customers with payroll tax setup and jurisdiction management across multiple states Support year-end payroll and tax activities Investigate rejected tax filings, reporting discrepancies, and compliance issues Guide customers through payroll reports, tax forms, and audit checks Use screen sharing, system tools, and knowledge bases to resolve issues Document issues and resolutions clearly in the ticketing system Manage and prioritize workload to meet strict payroll deadlines Identify recurring issues and contribute to reducing repeat problems Assist with testing payroll updates, tax table changes, and regulatory releases Communicate payroll processes and deadlines clearly and professionally De-escalate difficult situations while focusing on resolution Escalate issues when necessary and remain involved through to resolution Requirements Hands-on experience with payroll and payroll tax processes Familiarity with payroll calculations, tax setup, filings, and compliance Confidence in making decisions impacting customer payrolls and tax reporting Strong attention to detail and ability to manage multiple deadlines Clear written and verbal communication skills Calm, problem-solving approach under time pressure Preferred Qualifications Bachelor’s degree (preferred but not required) Strong Excel skills for reviewing and validating payroll data Experience supporting payroll or tax software in a customer-facing role Experience with multi-state payroll and tax scenarios Compensation & Benefits Opportunity to apply and deepen payroll and payroll tax expertise Exposure to complex, multi-jurisdiction payroll and tax scenarios Supportive team environment with clear processes and expectations Ownership and responsibility in handling customer issues Potential career pathways into payroll technology, onboarding, data migration, training, client success, and product roles Location Fully remote position Candidates must be based in Central or Eastern US time zones Fixed shift: 10:00am-7:00pm Eastern Time or 9:00am-6:00pm Central Time Additional hours may be required during peak periods Apply tot his job Apply To this Job