Lead, Tax Resolution Specialist III in New York at Jobgether

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.

• 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.
• Excellent time management, organization, prioritization, and attention to detail, with the ability to balance individual tax resolution work and leadership responsibilities.
• Ability to think conceptually while maintaining accuracy and focus on operational details.
• Comfortable working independently as well as collaboratively within a remote team environment.
• High School Diploma or GED equivalent.
• Legally authorized to work in the United States without current or future sponsorship.
• Must be able to work core hours of approximately 9:00 AM–6:00 PM ET, Monday through Friday.

Benefits:

• $27.00–$32.00 per hour.
• Full-time, direct-hire position.
• 100% remote work within the United States.
• Paid time off, including vacation and sick time.
• Paid holidays.
• Medical, dental, and vision insurance.
• HSA and FSA accounts.
• Benefits beginning the first of the month following hire.
• Company-paid life, short-term disability, and long-term disability insurance.
• 401(k) with company match.
• Company-provided hardware and equipment.
• Flexible scheduling and opportunities for career advancement.
• Education reimbursement.
• Home office setup stipend after the introductory period.
• Collaborative and supportive work environment.