[Hiring] Lead, Tax Resolution Specialist III @Patriot Software

Role Description

Do you love using your communication skills to solve problems? Do you enjoy digging into payroll tax issues and helping others do their best work? Then the Lead, Tax Resolution Specialist III position at Patriot Software may be a great fit for you. This role is for someone who takes initiative, leads by example, and is passionate about both customer service and team member growth. You'll spend most of your day resolving payroll tax notices for our customers while also helping lead and develop our Tax Resolution and Tax Settings teams.

What You’ll Be Doing

• Tax Resolution Specialist III (70%)
  • Work the tax notice queue, researching each notice's root cause and communicating 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 your payroll and tax knowledge to help the team support, improve, and build an innovative online payroll tax engine.
• Team Lead (30%)
  • Lead by example for both the Tax Resolution Specialist and Tax Settings Specialist teams, setting the standard for output, quality, and customer care.
  • Take escalated customer calls and guide them to a professional, timely resolution.
  • Perform quality checks, including monitoring customer calls and reviewing work, and give team members constructive feedback that helps them improve.
  • Review team members' weekly check-ins, flagging where additional support is needed.
  • Partner with the Tax Manager on team performance and productivity, identifying knowledge gaps and determining the right coaching, training, or support.
  • Support ongoing training and development in payroll tax knowledge, customer service, and overall performance.
  • Make sure work flows smoothly between the Tax Resolution and Tax Settings teams.
• Building Our Tax Settings Function
  • Partner with the Tax Manager to build this area from the ground up: defining what good looks like, how output is measured, and how we know we're making a difference for our customers.

Qualifications

• 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.
• A 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.
• Superior people and customer service skills, including verbal and written communication.
• The ability to stay calm and professional with frustrated customers.
• Self-motivated and able to work independently as well as in a team setting.
• The ability to coach team members in an honest but tactful manner.
• High School Diploma or GED equivalent.

Requirements

• Full-time, Direct Hire, and 100% Remote role.
• This position is open to all candidates who legally reside in and are eligible to work in the United States.
• Core working hours are typically between 9 am - 6 pm EST, Monday through Friday.
• Due to the nature of our business, we have busy seasons that occasionally require working outside of 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.