Salsa · 1 day ago
Customer Experience Manager (L2 Support)
United States
Full-time
Remote
Mid Level
4+ years exp
Maximize your interview chancesDeveloper APIsEmbedded Software
Insider Connection @Salsa
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
Provide expert-level day-to-day support and serve as a subject matter in addressing intricate payroll concerns, diagnosing issues related to payroll, and resolving various payroll-related matters
Take ownership of partner relationships and act as the first point of contact to provide above and beyond day-to-day support
Support the onboarding of new customers by ensuring accurate account setup, facilitating smooth payroll migrations, and preparing for a successful inaugural payroll cycle
Work cross-functionally across Payroll Operations to ensure all critical tax payments and form filings are completed accurately and on-time
Be an expert on the Salsa product, and provide technical guidance and support on all product, payroll, and tax matters
At times, work with partners in a training or mentoring capacity as they train their own support teams to become payroll experts. This might be designing or leading a training session, or sitting in the background during a customer’s webinar and being able to jump in to answer payroll questions they can’t.
Audit, iterate and create scalable CX and payroll operations processes
Collaborate with cross-functional teams to ensure seamless integration of payroll systems and processes, identifying opportunities for process improvements and system enhancements
Continuously strive to improve overall customer experience by identifying trends and partnering with product and engineering teams to provide product feedback
Triage non-support related questions and requests to the appropriate perspective teams
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
4+ years of payroll experience
Customer-facing support experience is a must
Data-driven with the ability to manipulate data in Excel and Google Sheets using complex formulas (i.e. VLOOKUP/HLOOKUP, split text to columns, etc.)
Intentional about working in a small startup: it’s going to be intense but rewarding
Self-motivated-go-getter who can work autonomously but also thrives in a team environment
Growth mindset - always ready to learn something new
Excellent oral and written communication, including presentation skills
Comfort with ticketing systems and tracking work
Eager to continue to learn and grow in a payroll-focused environment
Excellent attention to detail and an ability to multi-task while producing high-quality, accurate work in a fast-paced environment
High proficiency with Google Workspace, Slack, Zendesk, etc.
Company
Salsa
Salsa offers a payroll infrastructure platform that allows businesses to lauch embedded payroll products quickly and efficiently.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$10M2023-05-10Seed· $10M
2021-11-28Seed· Undisclosed
Leadership Team
John Kramer
Co-Founder and CEO
Company data provided by crunchbase
