Role overview
The Customer Support Specialist (East Coast) delivers Tier 1 support, helping clients identify and resolve problems through an online portal, phone, and chat. The role combines customer-service judgment with payroll-related experience, careful troubleshooting, and clear documentation. It requires learning the employer's systems, asking useful questions to find root causes, and providing timely, professional guidance to both clients and internal teams.
Client Support Responsibilities
- Provide first-line customer support and learn the systems needed to investigate and respond to client issues.
- Resolve inquiries through the online portal, phone, and chat, keeping responses prompt, professional, simple, and transparent.
- Troubleshoot problems for customers and internal teams, asking targeted questions to establish the root cause and identify practical solutions.
- Maintain comprehensive, professional records of client issues and their resolutions.
- Help clients save time and effort by making the support experience clear and effective.
Experience and Capabilities
- One to two years of customer-service experience and previous experience in payroll or a related industry.
- Strong customer-service and interpersonal skills, including the ability to work with different types of clients.
- Excellent written and verbal communication, attentive listening, patience, empathy, and flexibility.
- Ability to manage several tasks at once while remaining organized and attentive to detail.
- A self-starting approach, a sense of urgency, willingness to learn, and openness to coaching.
- College experience; a degree is strongly preferred.
- A desire to contribute meaningfully in a fast-growing organization.
Knowledge of Xero and QuickBooks is a plus.
Location and Compensation
The role is remote within the United States, with the option to work from the Atlanta headquarters for employees living in the Atlanta metro area. The original title specifies East Coast; the description explicitly permits work from anywhere in the U.S. A specific work schedule is not stated.
Pay is listed at $24–$25 per hour. Final offers consider factors such as experience and expertise and may differ from the stated amounts. The posting also describes a compensation package with base pay, bonus, and stock options; variable compensation and equity are separate from hourly pay.
Benefits and Growth
- Four weeks of paid time off and paid holidays.
- Medical, dental, and vision benefits.
- Short- and long-term disability coverage and life insurance.
- Fertility benefits and parental leave.
- A 401(k) with company matching.
- Opportunities to develop alongside colleagues with payroll and employee-benefits expertise.
The employer follows equal-opportunity hiring practices. Its recruiting-fraud notice states that applications should be directed through the official career page, and recruiters do not request payments, financial account details, or sensitive information such as Social Security numbers during recruitment. Use the source ATS page to access the official application and recruiting contact.