Payroll Customer Experience Lead (US / Pacific Hours)

Location: West Coast, USA (must work Pacific business hours)

Salsa is rebuilding the most important piece of the business stack: paying workers. We believe workers should be paid faster, more easily, and more transparently, so we're building next-generation payroll infrastructure to support the future of work.

Salsa is an embedded fintech company. We believe payroll should be built directly into the tools businesses already love to use, so we help other software platforms launch their own modern payroll products with our APIs and infrastructure. Turning every modern SaaS platform into a cutting-edge payroll provider will finally disrupt the $50bn of revenue that’s going to legacy payroll providers each year - and we think it’s about time.

We’re an accomplished team of payroll technology experts who love to build and have experience working on this problem at the startup stage and at large scale — in both the US and abroad.

Salsa is looking for a payroll support guru! A customer-obsessed and critical-thinking payroll expert who wants the opportunity to take everything they’ve learned and help support, answer, enable, and educate our customers and platform partners on US payroll. An educator and data-driven enthusiast who can demystify US payroll for beginners and go deep with fellow experts. A first-responder to critical time-sensitive questions, and builder of knowledge. . It’s going to be hard work, it’s going to be real-time response, problem-solving, building a knowledge base, running an engaging live webinar, or meeting with client teams to better arm them with your precision payroll expertise. Y You’ll have the impact of creating things, contributing to the “how” not just delivering on the “what”. . There’s no red tape to be found around here and you’ll love the programs you’ll be contributing to … because you’re the one that will help the team build them. Are you ready?

Our volume has really started to grow and we’re now processing huge payroll volume from all 50 states - and Canada - and we need someone who can not only help us deliver delightful support & enablement experiences to our customers, but also thoughtfully build the US payroll knowledge base future team members, and partners will learn and be guided from. You’ll also be responsible for customer experience interactions, and partnering with product and engineering teams to build technology that makes all of those things easier. This role demands a unique blend of US payroll expertise, data expertise, customer service skills, and product knowledge. You will be the primary point of contact for partners seeking assistance with payroll-related inquiries, ensuring that their concerns are resolved promptly and professionally. Additionally, you will play a key role in building the product, creating scalable processes, and building the team!

Responsibilities

• Provide expert-level day-to-day support and serve as a subject matter in addressing intricate payroll concerns, diagnosing issues related to payroll, and resolving various payroll-related matters

• Take ownership of partner relationships and act as the first point of contact to provide above and beyond day-to-day support & education

• Work cross-functionally across Knowledge & Enablement to ensure all critical partner processes in partner support teams, partner onboarding teams, and partner training & customer experience teams are well supplied with the knowledge of US payroll and our product platform.

• Be an expert on the Salsa product, and provide payroll guidance and support on all product, payroll, and tax matters

• At times, work with partners in a training or mentoring capacity as they train their own support teams to become payroll experts. This might be designing or leading a training session, or sitting in the background during a customer’s webinar and being able to jump in to answer payroll questions they can’t.

• Audit, iterate and create scalable CX and payroll operations processes

• Collaborate with cross-functional teams to ensure seamless integration of payroll systems and processes, identifying opportunities for process improvements and system enhancements

• Continuously strive to improve overall customer experience by identifying trends and partnering with product and engineering teams to provide product feedback

• Triage non-support related questions and requests to the appropriate perspective teams

Requirements

• 3+ years of US payroll provider experience required in a support capacity.

• Customer-facing payroll support experience is a must

• Excellent writing and communication skills with the ability to communicate complex payroll knowledge in an easily digestible way for newcomers and experts alike

• Experience and comfort with AI tools such as GPT, Claude or others and using these tools to report on insights, data, or create accurate support/education material

• Data-driven with the ability to manipulate data in Excel and Google Sheets using complex formulas (i.e. VLOOKUP/HLOOKUP, split text to columns, etc.)

• Intentional about working in a small startup: it’s going to be intense but rewarding

• Self-motivated-go-getter who can work autonomously but also thrives in a team environment

• Growth mindset - always ready to learn something new

• Excellent oral and written communication, including presentation skills

• Comfort with ticketing systems and tracking work

• Eager to continue to learn and grow in a payroll-focused environment

• Excellent attention to detail and an ability to multi-task while producing high-quality, accurate work in a fast-paced environment

• High proficiency with Google Workspace, Slack, Zendesk, Pylon, etc