Company Description
FRIDAY is dedicated to simplifying work for small businesses, offering a platform for managing hourly teams with features like time tracking, payroll, and team communication. Unlike traditional Human Capital Management platforms, FRIDAY is tailored for the busiest businesses, allowing you to focus on what truly matters for your business success. Join the FRIDAY community to experience how we can make work easier for you at fridayapp.com
Job Summary
We are seeking a Customer Support Payroll Specialist (Payroll and Tax) to provide exceptional support to clients regarding payroll-related inquiries and services. The ideal candidate will be responsible for resolving customer concerns, maintaining strong client relationships, and ensuring a positive customer experience through timely and accurate assistance. This role requires excellent communication skills, attention to detail, and a customer-focused approach.
Responsibilities
- Respond promptly and professionally to client inquiries via phone, email, chat, and other communication channels.
- Assist clients with payroll-related questions, concerns, and account issues.
- Investigate, troubleshoot, and resolve customer concerns, escalating issues when necessary.
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Provide accurate information regarding payroll processes, services, and company policies.
- Collaborate with internal teams to ensure timely issue resolution and excellent customer service.
- Proactively communicate updates, service changes, and relevant information to clients.
- Meet or exceed established performance metrics, including response time and customer satisfaction goals.
- Perform additional duties and responsibilities as assigned.
Qualifications
Preferred
- Minimum 3 years of experience in Customer Support, Payroll Support, or a related role.
- Strong understanding of payroll processes and employee payroll inquiries.
- Excellent verbal and written communication skills.
- Strong problem-solving, organizational, and customer service skills.
- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Experience using CRM systems, payroll platforms, and Microsoft Office applications.
- Experience supporting U.S. payroll clients or payroll-related services.
- Familiarity with payroll systems and basic payroll tax concepts.
- Experience in a payroll, HR, or outsourcing environment.
