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Senior Customer Care Tax Expert

2 months ago

San Francisco, California, United States Toast Full time

Senior Care Tax Expert - Payroll

Location: Remote

Hourly Rate: $29 / hour

Start Date: 07/29/24 - 6 week training period from 07/29 to 09/06 Monday - Friday from 9am to 5pm CST. No PTO permitted during training.

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

The Senior Care Tax Expert will be responsible for conversing directly with customers over phone and email along with contributing to the day-to-day success of the Customer Care Tax teams. This individual will be responsible for assisting customers with their tax profiles, employee tax information, state set ups and related questions with a focus on providing a customer first experience. In addition, the Senior Care Tax Expert will serve as a key contributor to larger team and organizational initiatives to drive improvement and efficiency as we continue to grow.

The Customer Care Tax team works closely with our customers, tax agencies, and internal teams with a focus on our customers' payroll tax experience. We are committed to improving and transforming the customer experience by leveraging technology, driving innovation and reducing customer friction. Our primary focus is assisting our customers with their payroll tax preparation, maintenance and filings.

About this roll*: (Responsibilities)

  • Assist customers with tax related questions through scheduled outbound calls and customer emails, while recommending process improvement to reduce tax issues and for filing efficiency
  • Research payroll tax issues raised by internal stakeholders and customers and provide timely resolutions
  • Lead customers through escalated issues by taking ownership to resolve and deliver a high level of customer satisfaction
  • Support customers to identify their payroll tax jurisdiction account information, make routine updates to ensure timely filing of payroll tax obligations, and complete Third-Party Agent (TPA) setup
  • Assist employers with processing payroll corrections for current quarter and prior quarter amendments.
  • Collaborate with internal operations team and tax agencies to obtain accurate payroll tax account information and support peers across the department with issues
  • 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 as needed

Do you have the right ingredients*? (Requirements)

  • 4+ 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
  • Self-motivated, with the ability to work on multiple projects in a fast paced environment
  • Strong critical problem solving, customer communication, organizational, and influencing skills
  • Experience working with sensitive/confidential information
  • Proficient in Microsoft Excel and Google Suite

Special Sauce* (Non-essential Skills/Nice to Haves)

  • Experience with filing IRS, State, Local and PFML payroll tax returns
  • Experience creating payroll adjustments/corrections to update wages and/or taxes
  • MasterTax Experience
  • FPC or CPP certification

Our Spread* of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters' changing needs. Learn more about our benefits at

*Bread puns encouraged but not required

#LI-REMOTE

#LI-DNI



The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.

Pay Rate

$29—$29 USD



We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact