Lead, Tax Resolution Specialist III

We're Patriot Software - a remote-first, product-led tech company on a mission to make accounting and payroll fast, simple, and affordable for millions of American businesses. With 175+ team members across the U.S. and a collaborative office hub in Canton, Ohio, we're building software that empowers the backbone of the American economy. What We Believe In Creating great products starts with creating an environment where people thrive. That means connection, clarity, growth, high trust, and a culture where ideas move quickly and quality matters. Our team lives by six core values that guide how we work, build, and serve: Be Customer Obsessed : We start with our customers and work backward to deliver exceptional value. Lead With Speed : We move fast, take smart risks, and stay ahead by acting boldly. Don’t Cut Corners : We own our technologies and operations to deliver a high-quality, end-to-end experience. Create a Better Us : We simplify, automate, spend wisely, and continuously improve. Follow the Golden Rule: We treat others with respect, invite feedback, and commit even when we disagree. Grow, Be a Leader : We expect leadership at all levels and pursue excellence as a high-accountability, high-trust team. If this sounds like a place where you'd thrive, keep reading - your next opportunity might be here. Summary: Job Title: Lead, Tax Resolution Specialist III Job Status: Full-time Location: 100% remote Compensation: Hourly (Non-Exempt) Position Type: Direct Hire, note, this is not a contract role Pay Range: $27.00 - $32.00 per hour Shift: 9:00 AM - 6:00 PM ET, Monday - Friday Do you love using your communication skills to solve problems? Do you enjoy digging into payroll tax issues and helping others do their best work? Then the Lead, Tax Resolution Specialist III position at Patriot Software may be a great fit for you. This role is for someone who takes initiative, leads by example, and is passionate about both customer service and team member growth. You'll spend most of your day resolving payroll tax notices for our customers while also helping lead and develop our Tax Resolution and Tax Settings teams. What You’ll Be Doing: This position supports the Tax Department in delivering accurate, compliant payroll tax services to Full Service customers while assisting the Tax Manager with the daily leadership and development of the Tax Resolution and Tax Settings teams. About 70% of this role is hands-on tax resolution work, and about 30% is team leadership. Work the tax notice queue, researching each notice's root cause and communicating clear, accurate resolutions to customers. Respond to inbound customer calls and emails about payroll tax issues. Serve as a resource to the Tax Department and other departments on complex tax questions and customer interactions. Become an expert in Patriot's internal payroll tax software and help the team use it effectively. Use your payroll and tax knowledge to help the team support, improve, and build an innovative online payroll tax engine. Lead by example for both the Tax Resolution Specialist and Tax Settings Specialist teams, setting the standard for output, quality, and customer care. Take escalated customer calls and guide them to a professional, timely resolution. Perform quality checks, including monitoring customer calls and reviewing work, and give team members constructive feedback that helps them improve. Review team members' weekly check-ins, where they reflect on how their week went, what's going well, what's challenging, and what they need, and flag where additional support is needed. Partner with the Tax Manager on team performance and productivity, identifying knowledge gaps and determining the right coaching, training, or support. Support ongoing training and development in payroll tax knowledge, customer service, and overall performance. Make sure work flows smoothly between the Tax Resolution and Tax Settings teams. Building Our Tax Settings Function Our Tax Settings team, which proactively reaches out to customers to correct tax account information, is new and still taking shape. You will partner with the Tax Manager to build this area from the ground up: defining what good looks like, how output is measured, and how we know we're making a difference for our customers. Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice. What You’ll Need: 3+ years of experience working in payroll or payroll tax, responding to customer inquiries and tax notices.

1. years of experience handling customer escalations.
2. years of experience in a leadership role within a customer support setting.

Working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings in all 50 states. A self-starter who takes initiative and can build processes where none exist yet. Tech-savvy, with the ability to learn technical subjects and new software quickly. Excellent time management, organizational, and prioritization skills, with the ability to balance individual output with leadership responsibilities throughout the day. The ability to think conceptually, along with a high attention to detail. Superior people and customer service skills, including verbal and written communication with all levels of employees and customers. The ability to stay calm and professional with frustrated customers. Self-motivated and able to work independently as well as in a team setting. The ability to coach team members in an honest but tactful manner that helps them grow in their careers. High School Diploma or GED equivalent. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Location & Commitments: Full-time, Direct Hire, and 100% Remote role This position is open to all candidates who legally reside in and are eligible to work in the United States. This position is currently not open to applicants in the following locations: Alaska, California, Hawaii, Washington D.C. Working hours are established by each team and department based on business needs. For this role, core working hours are typically between 9 am - 6 pm EST , Monday through Friday. Due to the nature of our business, we have busy seasons and right-nows that occasionally require working outside of core hours. Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex. Patriot Software is an equal opportunity employer. We make employment decisions based on qualifications, merit, and business needs. We do not discriminate against any employee or applicant on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, military or veteran status, or any other characteristic protected by federal, state, or local law. We are committed to providing reasonable accommodations to qualified individuals with disabilities and to applicants and employees with pregnancy-related limitations. If you need an accommodation during the application or interview process, please contact People Operations. More Reasons to Love Patriot Great products start with great people—which is why we invest in our team so they can do their best work. In addition to a culture that encourages innovation and ownership, our full-time employees enjoy a comprehensive suite of benefits designed to help our team thrive inside and outside of work. Paid time off, inclusive of vacation and sick time Paid holidays Medical, dental, and vision insurance Section 125 HSA and FSA accounts Benefits beginning the first of the month following hire Company-paid life, short-term, and long-term disability insurance 401(k) with company match Up-to-date hardware and equipment provided Flexible scheduling and opportunities for advancement Engaging and collaborative company culture Home office setup stipend after introductory period Are you ready to take the next step in your career? -- Privacy Notice To protect the privacy of our customers and employees, please do not include sensitive Personally Identifiable Information (PII)—such as Social Security Numbers, Dates of Birth, or W-2s—when submitting your application. Use of AI in the Hiring Process Thank you for your interest in Patriot Software! To support a fair and efficient hiring process, we use AI-powered tools to assist with resume screening, note-taking, and interview insights. These tools help us evaluate candidates consistently and in compliance with EEOC and all applicable laws. AI tools do not make hiring decisions—all decisions are made by our human hiring team. All applicants are evaluated based on their qualifications, skills, and experience. By submitting your application, you acknowledge the following: AI Usage AI may analyze an applicant's video, including facial expressions, as part of assessing position fit. AI tools may be used during interviews for note-taking, evaluating responses, and generating interview summaries. All interviews are conducted via video with cameras on to maintain compliance and security standards. Patriot is a camera-on company for all video interactions. Photo Capture for Security If selected to interview, you may be asked to provide or have a photo captured. This photo is used only to verify that the same candidate is present throughout all interview stages. Photos are not shared externally, used for any other purpose, or stored after the interview process. They are securely disposed of once the process is complete. Privacy & Data Use Any photos are used solely for candidate verification. Geolocation tools may be used only to verify your location and ensure interview integrity. All geolocation use is limited to security and compliance needs and follows all applicable privacy laws. #J-18808-Ljbffr Patriot Software