Level 2 Tax, Accounting & Payroll Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address intricate and escalated customer inquiries via email, chat, and phone.

• Deliver precise guidance on tax, accounting, bookkeeping, payroll, and compliance matters.

• Act as the main escalation point for frontline team members.

• Offer advice on quarterly tax estimates, S-corp analysis, reasonable compensation, and operation as an S-corporation.

• Assist with and troubleshoot bookkeeping and payroll inquiries, ensuring compliance with tax reporting.

• Provide phone support for high-priority or sensitive escalations.

• Review and verify responses for accuracy and consistency.

• Identify and convey recurring issues, risks, and customer pain points to leadership and cross-functional teams.

• Contribute to enhancements in process improvements, internal documentation, and knowledge base.

• Collaborate with Operations, Product, and Customer Success teams.

• Maintain thorough and precise case documentation.

• Adhere to standards for quality, responsiveness, customer satisfaction, ownership, and accountability.

⛳️ Requirements

• Comprehensive understanding of tax preparation workflows, including amendments, tax notices, extension uploads, and return processing.

• Capability to manage complex customer issues and resolve escalations effectively.

• Familiarity with extensions, income calculations, partnership returns, multi-entity scenarios, and pricing tiers.

• Ability to identify and escalate sensitive data privacy concerns.

• Skills to coordinate with external tax preparation partners on reopens, follow-ups, and filing issues.

• Competence in recognizing customer dissatisfaction or churn risks and rebuilding trust.

• Ability to work collaboratively with Operations Leads, tax professionals, and internal teams.

• Willingness to assist colleagues, answer inquiries, and share knowledge.

• Adaptability to new tools, processes, and learning opportunities.

• Consistent attendance and prompt responsiveness.

• Readiness to take on additional tickets and responsibilities during peak periods.

• Availability from Monday to Friday, 8 am to 5 pm EST/PST.

• Ability to observe US holidays.

🏝️ Benefits

• Work from home.

• Monday to Friday schedule.

• Observes US holidays.