Customer Care Tax Expert

About This Opportunity

We are representing a confidential SaaS client seeking a Customer Care Tax Expert to join their growing support organization. This is a remote role based in the USA with a start date of October 5, 2026. Training will run for 5 weeks, and no PTO is available during that period.

In this role, you will serve as a critical resource for customers navigating payroll tax questions, tax profile updates, state setups, and related tax matters across multiple communication channels including phone, email, and chat. You'll work closely with tax agencies and internal operations teams to ensure accurate filings, timely payments, and exceptional customer experiences.

Responsibilities

• Research and resolve payroll tax notices and customer-reported issues, providing root cause analysis and clear recommendations
• Support customers with tax-related inquiries via AI-routed phone, warm transfer, email, and chat channels
• Partner with internal operations teams and tax agencies to obtain and verify payroll tax account information
• Assist customers in identifying and updating payroll tax jurisdiction account details to maintain filing schedules
• Review and reconcile payroll tax liability debits and credits against customer bank accounts
• Identify process improvements to reduce recurring tax issues and improve operational efficiency
• Guide customers through Third-Party Agent (TPA) setup processes
• Help customers complete Power of Attorney (POA) documentation and submit forms to tax agencies on their behalf
• Communicate with tax agencies regarding discrepancies, inquiries, penalty abatement requests, and tax clearances
• Contribute to monthly, quarterly, and annual tax filings, plus special projects as needed

What We're Looking For

Required Qualifications:

• 2+ years of experience in a customer-facing role with a focus on customer satisfaction and experience
• 1+ years of payroll service bureau experience
• Knowledge of federal, state, local, and paid family leave payroll taxes
• Ability to work independently and manage competing priorities in a fast-paced, evolving environment
• Strong communication, critical thinking, and problem-solving skills
• Excellent organizational and time management abilities with experience handling high volumes of customer cases
• Experience handling sensitive and confidential information
• Proficiency in Microsoft Excel and Google Suite

Preferred Qualifications:

• MasterTax experience
• FPC or CPP certification
• Associate's or Bachelor's degree

How We Work with You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and qualifications. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly—all communication and coordination will be managed through our talent team to ensure a smooth and professional process.

Pay

Pay varies by geographic zone. Our client uses a zone-based pay structure aligned with local labor markets:

• Zone A: $31.50/hour
• Zone B: $27.25/hour
• Zone C: $25.00/hour

Get A Job.ai is committed to creating an accessible and inclusive hiring process. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.