Lead, Tax Resolution Specialist III

Job Description:

• Work the tax notice queue, research each notice’s root cause, and communicate 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 payroll and tax knowledge to support, improve, and build an online payroll tax engine
• Lead by example for the Tax Resolution Specialist and Tax Settings Specialist teams
• Take escalated customer calls and guide them to professional, timely resolutions
• Perform quality checks, monitor customer calls, review work, and provide constructive feedback
• Review weekly team-member check-ins and identify where additional support is needed
• Partner with the Tax Manager on team performance and productivity
• Identify knowledge gaps and determine appropriate coaching, training, or support
• Support ongoing training and development in payroll tax knowledge, customer service, and performance
• Ensure smooth workflow between the Tax Resolution and Tax Settings teams
• Partner with the Tax Manager to build the Tax Settings function from the ground up
• Define quality standards, output measurements, and customer-impact measures
• Adapt duties and activities quickly to deliver an exceptional customer experience

Requirements:

• 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
• 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
• Ability to balance individual output with leadership responsibilities
• Ability to think conceptually, with high attention to detail
• Superior people and customer service skills, including verbal and written communication
• Ability to stay calm and professional with frustrated customers
• Ability to work independently and in a team setting
• Ability to coach team members in an honest but tactful manner
• High School Diploma or GED equivalent
• Legally reside in and be eligible to work in the United States
• Ability to work core hours typically between 9 am and 6 pm EST, Monday through Friday, with occasional work outside 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