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 Show more Show less