Payroll Specialist

Payroll Specialist

We're hiring our first Payroll Specialist to help build and scale payroll onboarding and support at Arketa. This is a unique opportunity to join at the ground floor of a new product area and play a critical role in shaping the customer experience from day one. You'll work across onboarding, implementation, and ongoing support, helping customers successfully adopt payroll while navigating the complexity that comes with a fast-moving, early-stage environment. This role is ideal for someone with strong payroll expertise who enjoys solving messy problems, building processes as they go, and creating a better experience for customers over time.

Customer Onboarding

• Guide customers through the setup and onboarding of Arketa Payroll.
• Help customers collect and enter payroll, tax, banking, and employee information.
• Support customers migrating from another payroll provider.
• Ensure customers are prepared to successfully run their first payroll.
• Coordinate with our payroll partner and internal teams to resolve onboarding issues.

Customer Support

• Answer customer questions related to payroll, taxes, employee setup, deductions, direct deposit, and payroll processing.
• Troubleshoot product and payroll issues through email, chat, and video calls when needed.
• Own customer issues from initial contact through resolution.
• Escalate complex payroll or technical issues to the appropriate internal teams or Check.
• Clearly explain payroll concepts in language customers can understand.

Continuous Improvement

• Identify recurring customer pain points and recommend improvements.
• Help create Help Center articles, internal documentation, and support playbooks.
• Share customer feedback with Product and Engineering to improve the payroll experience.
• Continue building your payroll knowledge and stay current on product enhancements.

What Success Looks Like

• Successfully onboard customers to Arketa Payroll and help them complete their first payroll with confidence.
• Deliver a high-quality support experience with timely, accurate responses.
• Become a trusted payroll resource for both customers and internal teams.
• Identify opportunities to improve onboarding, support processes, and the overall customer experience.
• Contribute to building a scalable payroll support function as Arketa grows.

What We're Looking For

• 2+ years of experience supporting payroll, HR, accounting, or SaaS customers.
• Experience working with payroll software such as Gusto, Paychex, ADP, Rippling, Homebase, QuickBooks Payroll, or similar platforms is preferred.
• Knowledge of payroll fundamentals, including employee setup, payroll schedules, taxes, deductions, and year-end forms.
• Strong customer service and communication skills.
• Excellent attention to detail and organizational skills.
• Ability to manage multiple customer conversations and priorities simultaneously.
• Comfortable learning new technology and working across multiple systems.
• Curious, proactive, and eager to continuously learn.

Bonus

• Experience onboarding customers to SaaS products.
• Experience supporting small businesses.
• Experience using Intercom, HubSpot, or similar customer support platforms.

You Should Apply If

• Being the first payroll specialist at a company excites you
• Exposure to a hybrid role that blends implementation, onboarding, and support rather than staying in a narrow lane is the variety you like
• Building processes and preventing issues and how payroll is delivered sound like mighty but thrilling tasks, or perhaps you've done it before
• You're mission-driven and excited about wellness becoming more accessible

You May Not Want To Apply If

• You're looking for a role with established playbooks and clearly defined processes (you'll be building many of them here)
• You want a slower pace or a more established later-stage environment
• Ambiguity frustrates you
• You want to stay in purely implementation or purely support

What We Offer:

• Ownership and Opportunity for Advancement
• Competitive Salary and Stock Options
• Unlimited PTO: our policy is designed to give you the flexibility to rest, recharge, and take care of personal needs — while staying aligned with your team and responsibilities.
• Medical, dental and vision health insurance
• Fitness Class Reimbursement: we're committed to supporting both employee wellness and our industry relationships. As an Arketa employee we see movement as opportunity.
• Parental Leave Policy

For this role, the estimated annual base salary is up to $58,000- $68,000, depending on experience and qualifications. In addition to base pay, we offer equity. We believe in compensating fairly and transparently, and we're happy to provide more detail during the interview process.