Lead, Tax Resolution Specialist III

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead, Tax Resolution Specialist III based in United States. 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. Accountabilities: - Research payroll tax notices, identify root causes, and communicate clear and accurate resolutions to customers through phone and email. - Handle escalated customer interactions and provide professional, timely solutions to complex payroll tax issues. - Serve as a subject matter resource for the Tax Department and other teams on complex tax questions and customer interactions. - Develop deep expertise in internal payroll tax software and help team members use tax technology effectively. - Apply payroll and tax knowledge to support improvements to the online payroll tax engine and overall customer experience. - Lead by example across Tax Resolution and Tax Settings teams, setting expectations for quality, productivity, customer care, and professional conduct. - Perform quality reviews, monitor customer interactions, assess team members’ work, and provide constructive coaching.

- Review weekly team check-ins, identify challenges and support needs, and escalate areas requiring additional attention. - Partner with the Tax Manager to assess team performance, identify knowledge gaps, and determine appropriate coaching, training, or development initiatives. - Support ongoing training in payroll tax, customer service, technical processes, and overall performance. - Help ensure smooth collaboration and workflow between Tax Resolution and Tax Settings teams. - Partner with the Tax Manager to build the Tax Settings function, defining effective processes, performance expectations, output measures, and customer impact metrics. Requirements: - 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.