Senior Support Specialist

Job Summary

Guiding new members through a seamless onboarding experience, the full-time Senior Member Support Specialist will conduct video calls to assist with bookkeeping, payroll, and tax inquiries while delivering exceptional customer service in a remote setting.

Key responsibilities

• Conduct daily video calls to guide members through onboarding and address account questions
• Apply accounting, tax, and payroll expertise to assist members with payroll processes and financial topics
• Maintain accurate documentation and collaborate cross-functionally to enhance the overall member experience

Required qualifications

• 4+ years in customer experience or support, with 2+ years directly working with accounting, tax, or payroll systems
• Familiarity with accounting and payroll software such as Xero, QuickBooks Online, Gusto, or ADP
• Understanding of payroll taxes and the ability to explain complex concepts to non-financial business owners
• Demonstrated customer-centric passion and strong professional communication skills
• Proven task-management skills and the ability to thrive independently in a fast-paced environment