Lead, Tax Resolution Specialist III

As a Lead, Tax Resolution Specialist III, you will combine hands-on payroll tax expertise with team leadership to help customers resolve complex tax issues accurately and efficiently. Approximately 70% of the role focuses on researching tax notices, handling customer inquiries, and providing expert guidance, while the remaining 30% is dedicated to coaching and developing Tax Resolution and Tax Settings teams. You will serve as a trusted resource for complex payroll tax questions and escalated customer situations. The role also offers an opportunity to help build and improve a growing Tax Settings function, establishing processes, performance standards, and measures of success. Success requires strong judgment, organization, communication, and the ability to balance individual productivity with people leadership. This is a fully remote opportunity within a collaborative, high-accountability environment focused on customer experience and continuous improvement.

• 3+ years of experience working in payroll or payroll tax, including responding to customer inquiries and tax notices.
• 1+ year of experience handling customer escalations.
• 2+ years of experience in a leadership role within a customer support or service environment.
• Working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings across all 50 states.
• Strong customer service and communication skills, with the ability to communicate clearly and professionally with customers and employees at all levels.
• Excellent verbal and written communication skills, with the ability to remain calm and solution-oriented when working with frustrated customers.
• Strong coaching abilities, including the ability to provide honest, tactful, and actionable feedback that supports team members’ professional growth.
• Self-starter mentality with the initiative to create and improve processes where established structures do not yet exist.
• Strong technical aptitude and the ability to learn new software and complex technical concepts quickly.
• Excellent time management, organization, prioritization, and attention to detail, with the ability to balance individual tax resolution work and leadership responsibilities.
• Ability to think conceptually while maintaining accuracy and focus on operational details.
• Comfortable working independently as well as collaboratively within a remote team environment.
• High School Diploma or GED equivalent.
• Legally authorized to work in the United States without current or future sponsorship.
• Must be able to work core hours of approximately 9:00 AM–6:00 PM ET, Monday through Friday.