Payroll Specialist

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

📋 Description

• Assist customers with the setup and onboarding process of Arketa Payroll.

• Aid customers in gathering and entering necessary payroll, tax, banking, and employee details.

• Provide support to customers transitioning from other payroll providers.

• Ensure customers are fully equipped to run their first payroll successfully.

• Collaborate with the payroll partner and internal teams to address onboarding challenges.

• Respond to customer inquiries regarding payroll, taxes, employee setup, deductions, direct deposit, and payroll processing.

• Diagnose product and payroll-related issues through email, chat, and video calls as necessary.

• Take ownership of customer issues from the initial contact until resolution.

• Escalate complex payroll or technical concerns to the appropriate internal teams or Check.

• Clearly articulate payroll concepts in a manner that is easily understandable for customers.

• Identify recurring customer challenges and suggest improvements.

• Assist in creating Help Center articles, internal documentation, and support playbooks.

• Relay customer feedback to Product and Engineering teams to enhance the payroll experience.

• Continuously expand payroll knowledge and stay updated on product advancements.

• Successfully onboard customers to Arketa Payroll and guide them through their first payroll completion.

• Provide a high-quality support experience with prompt, accurate responses.

• Establish yourself as a reliable payroll resource for both customers and internal teams.

• Identify opportunities for enhancing onboarding, support processes, and the overall customer experience.

• Contribute to the development of a scalable payroll support function as Arketa expands.

⛳️ Requirements

• A minimum of 2 years of experience in supporting payroll, HR, accounting, or SaaS customers.

• Preferred experience with payroll software such as Gusto, Paychex, ADP, Rippling, Homebase, QuickBooks Payroll, or similar platforms.

• Understanding of payroll fundamentals, including employee setup, payroll schedules, taxes, deductions, and year-end forms.

• Exceptional customer service and communication skills.

• Strong attention to detail and organizational abilities.

• Capacity to manage multiple customer conversations and priorities at once.

• Comfortable with learning new technologies and working across various systems.

• Curious, proactive, and eager for continuous learning.

• Experience in onboarding customers to SaaS products is a plus.

• Experience supporting small businesses is an additional benefit.

• Familiarity with Intercom, HubSpot, or similar customer support platforms is advantageous.

• Authorization to work in the United States is required.

• Must indicate whether sponsorship is necessary.

🏝️ Benefits

• Competitive Salary and Stock Options.

• Unlimited PTO.

• Medical, dental, and vision health insurance.

• Fitness Class Reimbursement.

• Parental Leave Policy.

• Ownership and Opportunities for Advancement.