Payroll and Customer Support Representative

Job Description

Job Description

About Us

We are a U.S.-based company that partners with organizations relying on Worklio , a comprehensive platform for managing payroll, taxes, HR, and compliance. Our support team ensures a smooth experience for our partners by providing onboarding assistance, payroll processing guidance, tax support, and general platform expertise.

Role Overview

As a Payroll and Customer Support Representative , you will play a critical role in supporting our partners with platform-related inquiries, U.S. payroll issues, and complex support scenarios. You'll assist users, resolve tickets, and escalate technical concerns to our DevOps team when required. This role requires expertise in U.S. payroll operations and the ability to communicate effectively with our clients.

Key Responsibilities

• Handle partner support requests related to: ○ Payroll processing ○ U.S. tax filings ○ Onboarding and platform guidance ○ Employee documents (W-2s, W-4s, I-9s) ○ General Worklio platform use
• Troubleshoot issues and escalate to DevOps when needed
• Ensure compliance with U.S. payroll and employment regulations
• Communicate issues, resolutions, and next steps clearly to partners
• Assist with new partner onboarding and setup processes
• Stay updated on U.S. tax laws, payroll regulations, and platform updates

Requirements

✅ CPP or SHRM certification (required)

✅ 5+ years of experience in U.S. payroll operations or support

✅ In-depth knowledge of U.S. payroll tax regulations (federal, state, local)

✅ Excellent English communication skills (written and verbal)

✅ Strong troubleshooting and documentation abilities

✅ Availability to work standard U.S. business hours , with some flexibility

Preferred Qualifications

• Experience with Worklio or similar HRIS/payroll platforms (e.g., ADP, Gusto, Paychex)
• Familiarity with support tools like Zendesk, Jira, Slack
• Background supporting SaaS or PEO platforms

What We Offer

✔ Competitive salary

✔ Remote work flexibility

✔ Comprehensive training on our platform and processes

✔ Supportive global team environment

✔ Long-term career growth in payroll and HR technology

Apply Today — Join our mission to simplify payroll, tax, and compliance for organizations across the U.S.