[Hiring] Level 2 Tax, Accounting & Payroll Support Specialist @Sourcefit

Role Description

The Level 2 Tax, Accounting & Payroll Support Specialist is responsible for resolving complex customer inquiries that require advanced tax, bookkeeping, and payroll knowledge, along with strong critical thinking and cross-functional collaboration. This role supports both customers and frontline team members by handling escalations, providing accurate and actionable guidance, and ensuring a high standard of service across all interactions.

In addition to supporting bookkeeping-related questions, this role assists customers with payroll-related inquiries including payroll setup, processing considerations, and ensuring alignment between payroll, bookkeeping, and tax reporting. The L2 Specialist also provides guidance on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation. They step in to handle phone support for escalated situations that require deeper tax, accounting, and payroll expertise.

This role plays a key part in maintaining quality and consistency, especially during tax season, while identifying recurring issues and contributing to process improvements that enhance the overall customer experience and operational efficiency.

Qualifications

• Tax Operations Expertise: Demonstrates strong knowledge of tax preparation workflows, including amendments, tax notices, extension uploads, and return processing.
• Customer Support and Issue Resolution: Effectively handles complex customer concerns, resolves escalations, and helps restore customer confidence in tax preparation services.
• Tax Subject-Matter Knowledge: Provides accurate guidance on tax-related questions, including extensions, income calculations, partnership returns, multi-entity situations, and pricing tiers.
• Data Privacy and Risk Awareness: Identifies and escalates sensitive data privacy issues, demonstrating sound judgment and a commitment to protecting customer information.
• External Partner Coordination: Maintains effective communication with external tax preparation partners to facilitate reopens, follow-ups, and timely resolution of filing issues.
• Customer Retention and Relationship Management: Recognizes situations that may lead to customer dissatisfaction or churn and takes appropriate action to rebuild trust.
• Cross-Functional Collaboration: Works closely with Operations Leads, tax professionals, and internal teams to resolve issues and maintain efficient workflows.
• Team Support and Knowledge Sharing: Actively assists colleagues, answers questions, and contributes to faster and more effective customer case resolution.
• Adaptability and Continuous Learning: Embraces new tools, processes, and learning opportunities to improve customer communication and team effectiveness.
• Dependability and Initiative: Demonstrates consistent attendance, responsiveness, and willingness to take on additional tickets and responsibilities during peak periods.

Requirements

• Handle complex and escalated customer inquiries across email, chat, and phone, providing accurate tax and accounting guidance.
• Serve as the primary escalation point for frontline team members, supporting advanced tax, bookkeeping, and compliance-related questions.
• Provide expertise on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation.
• Support and troubleshoot bookkeeping and payroll-related inquiries, ensuring accuracy and alignment with tax reporting.
• Deliver phone support for high-priority or sensitive escalations requiring deeper tax and accounting expertise.
• Review and validate responses for accuracy, helping maintain quality and consistency across the support team.
• Identify and communicate recurring issues, risks, and customer pain points to leadership and cross-functional teams.
• Contribute to process improvements, internal documentation, and knowledge base enhancements to drive operational efficiency.
• Collaborate with Operations, Product, and Customer Success teams to resolve issues and improve the customer experience.
• Maintain detailed and accurate case documentation for all escalated matters.
• Uphold high standards for quality, responsiveness, and customer satisfaction while demonstrating strong ownership and accountability.

Benefits

• Work From Home
• Monday – Friday, 8 am – 5pm EST/PST
• To follow US Holidays