Position Summary
The Level 2 Tax, Accounting & Payroll Support Specialist is responsible for resolving complex customer inquiries that require advanced tax, bookkeeping, and payroll knowledge, along with strong critical thinking and cross-functional collaboration. This role supports both customers and frontline team members by handling escalations, providing accurate and actionable guidance, and ensuring a high standard of service across all interactions.
In addition to supporting bookkeeping-related questions, this role assists customers with payroll-related inquiries including payroll setup, processing considerations, and ensuring alignment between payroll, bookkeeping, and tax reporting. The L2 Specialist also provides guidance on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation. They step in to handle phone support for escalated situations that require deeper tax, accounting, and payroll expertise.
This role plays a key part in maintaining quality and consistency, especially during tax season, while identifying recurring issues and contributing to process improvements that enhance the overall customer experience and operational efficiency.
Job Details
Work From Home
Monday – Friday, 8 am – 5pm EST/PST
To follow US Holidays
Core Responsibilities
- Handle complex and escalated customer inquiries across email, chat, and phone, providing accurate tax and accounting guidance
- Serve as the primary escalation point for frontline team members, supporting advanced tax, bookkeeping, and compliance-related questions
- Provide expertise on quarterly tax estimates, S-corp analysis, reasonable compensation, and operating as an S-corporation
- Support and troubleshoot bookkeeping and payroll-related inquiries, ensuring accuracy and alignment with tax reporting
- Deliver phone support for high-priority or sensitive escalations requiring deeper tax and accounting expertise
- Review and validate responses for accuracy, helping maintain quality and consistency across the support team
- Identify and communicate recurring issues, risks, and customer pain points to leadership and cross-functional teams
- Contribute to process improvements, internal documentation, and knowledge base enhancements to drive operational efficiency
- Collaborate with Operations, Product, and Customer Success teams to resolve issues and improve the customer experience
- Maintain detailed and accurate case documentation for all escalated matters
- Uphold high standards for quality, responsiveness, and customer satisfaction while demonstrating strong ownership and accountability
Qualifications
- Tax Operations Expertise: Demonstrates strong knowledge of tax preparation workflows, including amendments, tax notices, extension uploads, and return processing.
- Customer Support and Issue Resolution: Effectively handles complex customer concerns, resolves escalations, and helps restore customer confidence in tax preparation services.
- Tax Subject-Matter Knowledge: Provides accurate guidance on tax-related questions, including extensions, income calculations, partnership returns, multi-entity situations, and pricing tiers.
- Data Privacy and Risk Awareness: Identifies and escalates sensitive data privacy issues, demonstrating sound judgment and a commitment to protecting customer information.
- External Partner Coordination: Maintains effective communication with external tax preparation partners to facilitate reopens, follow-ups, and timely resolution of filing issues.
- Customer Retention and Relationship Management: Recognizes situations that may lead to customer dissatisfaction or churn and takes appropriate action to rebuild trust.
- Cross-Functional Collaboration: Works closely with Operations Leads, tax professionals, and internal teams to resolve issues and maintain efficient workflows.
- Team Support and Knowledge Sharing: Actively assists colleagues, answers questions, and contributes to faster and more effective customer case resolution.
- Adaptability and Continuous Learning: Embraces new tools, processes, and learning opportunities to improve customer communication and team effectiveness.
- Dependability and Initiative: Demonstrates consistent attendance, responsiveness, and willingness to take on additional tickets and responsibilities during peak periods.
