Lead, Tax Resolution Specialist III

Accountabilities:: Research payroll tax notices, identify root causes, and communicate clear and accurate resolutions to customers through phone and email. Handle escalated customer interactions and provide professional, timely solutions to complex payroll tax issues. Serve as a subject matter resource for the Tax Department and other teams on complex tax questions and customer interactions. Develop deep expertise in internal payroll tax software and help team members use tax technology effectively. Apply payroll and tax knowledge to support improvements to the online payroll tax engine and overall customer experience. Lead by example across Tax Resolution and Tax Settings teams, setting expectations for quality, productivity, customer care, and professional conduct. Perform quality reviews, monitor customer interactions, assess team members’ work, and provide constructive coaching. Review weekly team check-ins, identify challenges and support needs, and escalate areas requiring additional attention. Partner with the Tax Manager to assess team performance, identify knowledge gaps, and determine appropriate coaching, training, or development initiatives. Support ongoing training in payroll tax, customer service, technical processes, and overall performance. Help ensure smooth collaboration and workflow between Tax Resolution and Tax Settings teams. Partner with the Tax Manager to build the Tax Settings function, defining effective processes, performance expectations, output measures, and customer impact metrics. Requirements: 3+ years of experience working in payroll or payroll tax, including responding to customer inquiries and tax notices. 1+ year of experience handling customer escalations. 2+ years of experience in a leadership role within a customer support or service environment. Working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings across all 50 states. Strong customer service and communication skills, with the ability to communicate clearly and professionally with customers and employees at all levels. Excellent verbal and written communication skills, with the ability to remain calm and solution-oriented when working with frustrated customers. Strong coaching abilities, including the ability to provide honest, tactful, and actionable feedback that supports team members’ professional growth. Self-starter mentality with the initiative to create and improve processes where established structures do not yet exist. Strong technical aptitude and the ability to learn new software and complex technical concepts quickly. Excellent time management, organization, prioritization, and attention to detail, with the ability to balance individual tax resolution work and leadership responsibilities. Ability to think conceptually while maintaining accuracy and focus on operational details. Comfortable working independently as well as collaboratively within a remote team environment. High School Diploma or GED equivalent. Legally authorized to work in the United States without current or future sponsorship. Must be able to work core hours of approximately 9:00 AM–6:00 PM ET, Monday through Friday. Benefits: $27.00–$32.00 per hour. Full-time, direct-hire position. 100% remote work within the United States. Paid time off, including vacation and sick time. Paid holidays. Medical, dental, and vision insurance. HSA and FSA accounts. Benefits beginning the first of the month following hire. Company-paid life, short-term disability, and long-term disability insurance. 401(k) with company match. Company-provided hardware and equipment. Flexible scheduling and opportunities for career advancement. Education reimbursement. Home office setup stipend after the introductory period. Collaborative and supportive work environment.