Client Experience Specialist (West Coast)

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 a competitive, consultative closer 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 The Client Experience team is responsible for helping our clients identify and resolve issues in a simple and transparent way. We fully understand that our client’s success is what makes us great. By doing business in this way, we deliver an exceptional experience, resulting in saved time and money for our clients. What You’ll Do Provide Tier 1 customer support Learn and navigate OnPay systems in order to respond to client issues Provide our clients with support regarding the resolution of issues via the online portal, phone, and chat Effectively troubleshoot problems and identify solutions for clients as well as internal teams Respond to client inquiries promptly and professionally Ensure that documentation of client issues and resolution are comprehensive and professional Ask relevant questions to define the root cause of a problem and generate solutions What You Bring 1-2 years of customer service experience Excellent customer service skills Respond promptly and professionally to customer inquiries Must be coachable and willing to learn Ability to manage multiple tasks simultaneously Desires to make a meaningful impact at a fast-growing, exciting company Superior interpersonal skills with the ability to work with various types of clients Self-starter, sense of urgency Detail-oriented and very organized Great listener while showing attentiveness, flexibility, patience, and empathy Excellent written and verbal communication Previous experience in the Payroll Industry or related College experience (degree strongly preferred) Excellent written and verbal communication Xero and QuickBooks knowledge 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 performers. Comprehensive benefits: 4 weeks PTO + paid holidays, Medical/Dental/Vision, Short- & Long-Term Disability, Life Insurance, Fertility Benefits, Parental Leave, and a 401(k) with company match. Growth culture: Join a team with deep payroll expertise, modern SaaS momentum, and a genuine commitment to helping employees grow their careers. Client-first ethos: OnPay is built on a culture of transparency and service — from our transparent pricing to our commitment to making small business simpler. Location & Compensation Remote (U.S.) (West Coast) We are seeking two Client Experience Specialists on the West Coast Compensation includes a pay range of $24 to $25 per hour. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above. Recruiting Fraud Alert: To all candidates: your personal inf