Level 2 Tax, Accounting & Payroll Support Specialist

About the role

The Level 2 Tax, Accounting & Payroll Support Specialist resolves complex customer inquiries that require advanced tax, bookkeeping and payroll knowledge. This role supports both customers and frontline team members by handling escalations, providing accurate guidance, and maintaining high service standards.

Key responsibilities

• Handle complex and escalated customer inquiries across email, chat, and phone, providing accurate tax, accounting and payroll guidance.
• Serve as the primary escalation point for frontline team members, supporting advanced tax, bookkeeping and compliance questions.
• Provide expertise on quarterly tax estimates, S‑corp analysis, reasonable compensation and S‑corporation operations.
• Support and troubleshoot bookkeeping and payroll‑related issues, ensuring alignment with tax reporting.
• Deliver phone support for high‑priority escalations requiring deep tax and accounting knowledge.
• Review and validate responses for accuracy to maintain quality and consistency.
• Identify recurring issues, risks and customer pain points, communicating them to leadership and cross‑functional teams.
• Contribute to process improvements, internal documentation and knowledge‑base enhancements.

Required profile

• Strong analytical and critical‑thinking abilities with a focus on accuracy.
• Excellent communication skills for email, chat and phone interactions.
• Ability to work collaboratively with Operations, Product and Customer Success teams.
• Detail‑oriented with a commitment to high customer satisfaction.

Required skills

• In‑depth knowledge of tax regulations, bookkeeping principles and payroll processes.
• Experience handling complex tax scenarios such as S‑corporations, quarterly estimates and multi‑entity returns.