[Hiring] Payroll Support Specialist @Salsa

Role Description

Salsa is looking for a payroll support guru! A customer-obsessed and critical-thinking payroll expert who wants the opportunity to take everything they’ve learned and help support, answer, enable, and educate our customers and platform partners on US payroll. An educator and data-driven enthusiast who can demystify US payroll for beginners and go deep with fellow experts. A first-responder to critical time-sensitive questions, and builder of knowledge.

Responsibilities include:

• Provide expert-level day-to-day support and serve as a subject matter expert in addressing intricate payroll concerns, diagnosing issues related to payroll, and resolving various payroll-related matters.
• Take ownership of partner relationships and act as the first point of contact to provide above and beyond day-to-day support & education.
• Work cross-functionally across Knowledge & Enablement to ensure all critical partner processes in partner support teams, partner onboarding teams, and partner training & customer experience teams are well supplied with the knowledge of US payroll and our product platform.
• Be an expert on the Salsa product, and provide payroll guidance and support on all product, payroll, and tax matters.
• At times, work with partners in a training or mentoring capacity as they train their own support teams to become payroll experts.
• Audit, iterate and create scalable CX and payroll operations processes.
• Collaborate with cross-functional teams to ensure seamless integration of payroll systems and processes, identifying opportunities for process improvements and system enhancements.
• Continuously strive to improve overall customer experience by identifying trends and partnering with product and engineering teams to provide product feedback.
• Triage non-support related questions and requests to the appropriate perspective teams.

Qualifications

• 4+ years of US payroll provider experience required in a support capacity.
• Customer-facing payroll support experience is a must.
• Excellent writing and communication skills with the ability to communicate complex payroll knowledge in an easily digestible way for newcomers and experts alike.
• Experience and comfort with AI tools such as GPT, Claude or others and using these tools to report on insights, data, or create accurate support/education material.
• Data-driven with the ability to manipulate data in Excel and Google Sheets using complex formulas (i.e. VLOOKUP/HLOOKUP, split text to columns, etc.).
• Intentional about working in a small startup: it’s going to be intense but rewarding.
• Self-motivated go-getter who can work autonomously but also thrives in a team environment.
• Growth mindset - always ready to learn something new.
• Excellent oral and written communication, including presentation skills.
• Comfort with ticketing systems and tracking work.
• Eager to continue to learn and grow in a payroll-focused environment.
• Excellent attention to detail and an ability to multi-task while producing high-quality, accurate work in a fast-paced environment.
• High proficiency with Google Workspace, Slack, Zendesk, Pylon, etc.

Requirements

• Customer-facing payroll support experience is a must.
• Excellent writing and communication skills.
• Experience with AI tools.
• Data manipulation skills in Excel and Google Sheets.
• Self-motivated and able to work autonomously.
• Excellent attention to detail.