Customer Support Specialist – Payroll & Tax

About the role

FRIDAY is looking for a Customer Support Specialist focused on payroll and tax to deliver fast, accurate assistance to our clients. You will act as the primary point of contact for payroll‑related inquiries, ensuring a smooth experience for businesses using our platform.

Key responsibilities

• Respond promptly to client questions via phone, email, chat, and other channels.
• Assist clients with payroll, tax, and account issues, providing clear guidance.
• Investigate, troubleshoot, and resolve concerns, escalating when necessary.
• Document interactions and resolutions in the CRM system.
• Communicate updates, service changes, and relevant information to clients.
• Collaborate with internal teams to achieve timely issue resolution.
• Meet performance metrics such as response time and customer satisfaction.
• Perform additional duties as assigned.

Required profile

• Minimum 3 years of experience in customer support, payroll support, or a related field.
• Strong understanding of payroll processes and basic payroll tax concepts.
• Excellent verbal and written communication skills.
• Proven problem‑solving, organizational, and multitasking abilities in a fast‑paced environment.
• Experience supporting U.S. payroll clients is preferred.

Required skills

• CRM systems
• Payroll platforms
• Microsoft Office applications