Support Specialist, Payroll & Payroll Tax

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

The Support Specialist, Payroll & Payroll Tax, is responsible for supporting R365 Payroll clients. They will work closely with both the R365 Support Team and Payroll Operations team to ensure all clients receive a delightful experience with R365 Payroll particularly with their experience with payroll and payroll taxes. This person will manage pertinent customer communications through tickets, live chats, and phone calls. In addition, they may be asked to assist other agents with resolving tickets focused on payroll and payroll taxes. 

A successful applicant will have a proven track record of great attention to detail and the ability to work simultaneously on multiple tasks and projects.  The combination of technical knowhow, interpersonal communication, a strong sense of initiative and a drive to get the job done well will be critical to success. 

The Support Specialist, Payroll & Payroll Tax also acts as an internal contributor by sharing improvement opportunities to further develop the payroll product with cross-functional partners to enhance the overall system experience, drive usage, and client retention. 

• Handle inbound and escalated customer situations from the Support teams to improve customer satisfaction. 
• Acts as a subject matter expert in the R365 Payroll solution 
• Define and scope the clear deliverables and timelines that set proper expectations for customer inquiries. 
• Investigate and diagnose customer challenges and create solutions to rectify any issues. 
• Respond and resolve all Tier 1 Tax issues 
• Escalate tickets to the Payroll Operations: Tax team and own customer communication through resolution 
• Assist Workforce Support team with tickets that require higher level of Payroll expertise 
• Clearly communicate customer needs and expectations to internal stakeholders for project wrap up. 
• Actively engage in continuous learning and self-improvement to complete required training programs and enhance system knowledge and stay up to date on legislation impacting clients 
• Able to meet and exceed strict deadlines while handling high volume of clients. 
• Work on special projects as needed. 
• Other duties as assigned. 

• Minimum 2 years of payroll experience with an experience multi-state payroll tax experience 
• At least 1 year of professional working experience in an elevated/high end customer service/customer facing role. 
• Experience troubleshooting complex client inquiries utilizing problem-solving and analytical skills 
• Experience working in a SaaS environment in a client facing role 
• Computer skills in Windows and MS office suite, specifically Excel, and the ability to easily learn new applications.  
• Adapt and thrive in a fast-paced, changing environments. 
• Self-motivated to complete assigned tasks and projects on time 
• Strong understanding of general business principles 
• Excellent problem-solving and critical thinking skills 
• Strong customer service skills 
• Clear and effective oral and written communication  
• Strong emotional intelligence to work with a variety of personalities and teams. 

• Certified Payroll Professional (CPP) a plus 
• Restaurant POS System (Toast, Aloha, etc.) experience is a plus 

• This position has a salary range of $30-$33 per hour. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.