About the Company

Salsa is a venture funded startup that's re-thinking payroll from the ground up. We believe workers should be paid faster, more easily, and more transparently, so we're building next-generation payroll infrastructure to support the future of work.

We believe payroll should be built directly into the tools businesses already love to use, so we help other software platforms launch their own modern payroll products with our APIs and infrastructure. Turning every modern SaaS platform into a cutting-edge payroll provider will finally disrupt the $50bn of revenue that’s going to legacy payroll providers each year - and we think it’s about time.

We’re an accomplished team of payroll technology experts who love to build and have experience working on this problem at the startup stage and at large scale — in both the US and abroad. We’re well-funded, ready to grow, and love exciting, dynamic and fast-paced startup work.

About the Role

Salsa is looking for a payroll unicorn! A customer-obsessed and critical-thinking payroll expert who wants the opportunity to take everything they’ve learned and build the best possible team from the ground up. If you're reading this, you just found a magical shortcut! Include this special keyword before your first answer in the screening questions so we prioritize your application: spicy. We need a builder and data-driven enthusiast who knows that the way to their heart is through a formula. It’s going to be hard work, it’s going to be longer hours than you’re used to, and you’ll have the pressure of getting this right with live customers without teams of people to help. In exchange: you’ll get to wear all the hats and watch the company grow around you. You’ll be one of the old-timers who was there from the beginning. You’ll have the impact of creating things the right way, your way. There’s no red tape to be found around here and you’ll love the organized processes you’ll have to follow… because you’re the one that will help the team build them. Are you ready?

Our volume has really started to grow and we’re now processing hundreds of millions in payroll volume from all 50 states - and Canada - and we need someone who can not only help us deliver delightful support experiences to our customers, but also thoughtfully build to design the processes future team members will follow. You’ll also be responsible for managing all customer experience interactions, and partnering with product and engineering teams to build technology that makes all of those things easier. This role demands a unique blend of data expertise, customer service skills, payroll expertise, and product knowledge. You will be the primary point of contact for partners seeking assistance with payroll-related inquiries, ensuring that their concerns are resolved promptly and professionally. Additionally, you will play a key role in building the product, creating scalable processes, and building the team!

Responsibilities

• Provide expert-level day-to-day support and serve as a subject matter in addressing intricate payroll concerns, diagnosing issues related to payroll, and resolving various payroll-related matters
• Take ownership of partner relationships and act as the first point of contact to provide above and beyond day-to-day support
• Support the onboarding of new customers by ensuring accurate account setup, facilitating smooth payroll migrations, and preparing for a successful inaugural payroll cycle
• Work cross-functionally across Payroll Operations to ensure all critical tax payments and form filings are completed accurately and on-time
• Be an expert on the Salsa product, and provide technical guidance and support on all product, payroll, and tax matters
• At times, work with partners in a training or mentoring capacity as they train their own support teams to become payroll experts. This might be designing or leading a training session, or sitting in the background during a customer’s webinar and being able to jump in to answer payroll questions they can’t.
• Audit, iterate and create scalable CX and payroll operations processes
• Collaborate with cross-functional teams to ensure seamless integration of payroll systems and processes, identifying opportunities for process improvements and system enhancements
• Continuously strive to improve overall customer experience by identifying trends and partnering with product and engineering teams to provide product feedback
• Triage non-support related questions and requests to the appropriate perspective teams

Requirements

• 4+ years of payroll experience
• Customer-facing support experience is a must
• Data-driven with the ability to manipulate data in Excel and Google Sheets using complex formulas (i.e. VLOOKUP/HLOOKUP, split text to columns, etc.)
• Intentional about working in a small startup: it’s going to be intense but rewarding
• Self-motivated-go-getter who can work autonomously but also thrives in a team environment
• Growth mindset - always ready to learn something new
• Excellent oral and written communication, including presentation skills
• Comfort with ticketing systems and tracking work
• Eager to continue to learn and grow in a payroll-focused environment
• Use this word before your last screening answer to expedite your application: API
• Excellent attention to detail and an ability to multi-task while producing high-quality, accurate work in a fast-paced environment
• High proficiency with Google Workspace, Slack, Zendesk, etc