Customer Care Tax Expert

Summary

Join Toast as a Care Tax Expert and contribute to the success of our Customer Care Tax team. You will directly assist customers with their tax profiles, employee tax information, and state setups via phone and email. This role requires strong problem-solving and communication skills, along with experience in payroll tax and customer service. You will collaborate with internal teams and tax agencies to ensure accurate and timely tax filings. The position offers a competitive hourly rate and benefits package. Remote work is available, with the option of a hybrid schedule if near a Toast office.

Requirements

• 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• 2+ years of prior payroll service bureau experience and knowledge of payroll taxes including federal, state, local and paid family leave
• Success operating independently and navigating competing priorities in a constantly changing environment
• Strong critical problem solving, customer communication, organizational, and influencing skills
• Experience working with sensitive/confidential information
• Proficient in Microsoft Excel and Google Suite

Responsibilities

• Research payroll tax issues raised by internal stakeholders and customers and provide timely resolutions
• Assist customers with tax related questions through inbound warm transferred phone calls and inbound customer emails
• Work with internal operations team and tax agencies to obtain accurate payroll tax account information to ensure accurate and timely payroll tax filings and payments
• Assist customers with identifying their payroll tax jurisdiction account information and making routine updates as needed to ensure timely filing and payment of payroll tax obligations
• Review and assist employers with reconciling payroll tax liability debits/credits to their bank accounts
• Identify and resolve root cause discrepancies and recommend process improvements to reduce tax issues and improve payroll tax filing efficiencies
• Collaborate with customers to complete Third-Party Agent (TPA) setup
• Correspond with tax agencies regarding tax notices, inquiries, tax penalty abatements/waivers and tax clearances
• Assist in monthly, quarterly and annual tax filings and participate in special projects and/or other duties assigned

Preferred Qualifications

• MasterTax Experience
• FPC or CPP certification
• Associates or Bachelor’s Degree

Benefits

• Competitive compensation and benefits programs
• Remote work
• Hybrid schedule (if near a Toast office)