About Us We are a U.S.-based company that partners with organizations relying on Worklio, a comprehensive platform for managing payroll, taxes, HR, and compliance. Our support team ensures a smooth experience for our partners by helping with onboarding, payroll processing, tax issues, and general platform guidance. Role Overview As a Payroll and Customer Support Representative, you will serve as a key contact for our partners, assisting them with platform-related questions and U.S. payroll issues. You’ll be responsible for resolving support tickets, guiding users through complex tasks, and escalating technical issues to our DevOps team when needed. Key Responsibilities • Respond to partner support tickets related to: • Payroll processing • U.S. tax filings • Onboarding and offboarding • Employee documents (W-2s, W-4s, I-9s) • General Worklio platform use • Troubleshoot issues, resolve inquiries, and escalate to DevOps if necessary • Ensure compliance with U.S. payroll and employment regulations • Clearly document issues, resolutions, and follow-up steps in the ticketing system • Support new partner onboarding and setup processes • Stay informed about updates to U.S. tax and payroll laws ✅ Requirements • CPP or SHRM certification • 5+ years of experience in U.S. payroll operations or support • Knowledge of U.S. payroll tax regulations (federal, state, local) • Excellent English communication skills (written and verbal) • Ability to work night shifts (U.S. hours) • Strong troubleshooting and documentation skills Nice to Have • Experience with Worklio or similar HRIS/payroll platforms (e.g., ADP, Gusto, Paychex) • Familiarity with tools like Zendesk, Jira, Slack • Experience supporting SaaS or PEO platforms What We Offer • Competitive USD-based salary • Remote work flexibility • Training on our platform and systems • A growing, supportive global team • Long-term career potential in HR/payroll tech