Provide expert US payroll support to partners and customers, resolve complex payroll and tax issues, educate support teams, lead training, and build scalable knowledge and customer experience processes. The role collaborates with product and engineering on platform improvements, audits payroll operations, analyzes data, and serves as a primary partner contact. It requires strong payroll expertise, customer communication, spreadsheet skills, ticketing-system experience, and comfort working autonomously in a fast-paced startup.

Lead end-to-end employer payroll onboarding, including account setup, tax configuration, deductions, benefits, garnishments, data migration, audits, and first payrolls. Train software partners to onboard employers independently by creating programs, materials, exercises, and job aids. Manage onboarding pipelines, resolve payroll issues, improve playbooks, identify recurring errors, and collaborate with product and engineering to automate processes.

Resolve complex payroll corrections, amended returns, tax notices, and multi-jurisdiction payroll issues for employer customers. Diagnose root causes, coordinate with tax operations, product, and engineering, explain resolutions to partners, and help document and automate recurring processes. The role requires payroll-provider experience across prior-quarter and prior-year amendments, state and local taxes, agency notices, and Canadian equivalents.