Advanced Support Consultant (Payroll Tax)

About OnPay OnPay is a fast-growing software company headquartered in Atlanta, offering a modern cloud-based payroll, HR, and benefits solution for small to midsize businesses. We’re currently seeking talented and curious individuals to join our team. We want to hear from you if you are interested in joining an exciting and fast-growing company! Learn more at OnPay.com We’re on a mission to combine excellent customer service with payroll expertise and superb technology — and we are scaling fast as we’ve just raised $100 million in growth funding led by Carrick Capital Partners. If you’re someone who thrives in a fast-moving environment and loves helping businesses succeed, this is the perfect time to join a high-growth SaaS company that’s redefining what payroll software should be. The Role OnPay is seeking a client-focused, highly collaborative, and experienced individual to join our Client Operations organization. The Operations organization is responsible for helping our clients identify and resolve issues in a simple and transparent way. The Advanced Support Consultant serves as the primary point of support to our Client Service teams and clients for more complex items related to payroll tax rules, regulations, compliance, operations, products, and other matters. What You’ll Do Serve as an additional layer of support to Client Services teams and OnPay clients on more complex post-payroll tax filing-related issues. This includes, but is not limited to, issues related to employment tax, quarterly/annual reconciliations and filings compliance, reviewing agency notices and assessments, and other tax inquiries Act as an ambassador for OnPay by driving Client satisfaction through effective communication and impactful engagement Provide client support via a ticket management system to effectively troubleshoot and resolve employment tax issues Collaborate with cross-functional teams to assist in identifying and driving best practices for process improvement Take ownership and drive resolution while keeping internal/external clients appropriately informed Proactively analyze problems and drive root cause resolution to prevent recurrences Provide the client with support regarding the resolution of tax issues Effectively troubleshoot problems and identify solutions for clients and internal teams Assist in identifying and driving best practices for process improvement What You Bring 3+ years of HCM and/or employment tax filing, payroll customer service experience required Strong understanding of employer tax principles and proven experience with payroll and tax operations (e.g. tax notice resolution, amendment processing, etc), HCM software or related fields. College experience (degree strongly preferred) Experience with CRM platforms and MS Excel G-Suite, Xero and QuickBooks knowledge a plus Commitment to a high standard of client engagement Excellent organizational, problem-solving, and analytical skills to drive root cause resolution Strong discovery and listening skills - demonstrate the ability to ask practical discovery questions, understand the client’s objectives and/or issue, and prioritize actions to bring matters to a close while exercising patience and empathy Strong attention to detail - capture and follow up on action items, and set appropriate expectations on complex matters. Why OnPay? Momentum that matters: We’re backed by over $100MM in new funding and scaling rapidly. Market-leading product: OnPay consistently ranks among the highest-rated payroll solutions, earning top marks for usability, customer satisfaction, and support. Lead engine that delivers: Our marketing and partner network drives thousands of qualified leads monthly — you’ll always have warm opportunities to close. Remote flexibility: Work from anywhere in the U.S., or join our collaborative HQ team in Atlanta’s Ponce City Market if you reside in the Atlanta metro area. Competitive compensation: Base salary + bonus + stock options = real upside for high