Lead, Tax Resolution Specialist III

Patriot Software

. Work the tax notice queue, research each notice’s root cause, and communicate clear, accurate resolutions to customers .

Posted 10/2/2026full-timeRemote • United StatesSenior💰 $27 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in payroll tax procedures and customer service, with a strong ability to lead teams and improve processes. Proficient in using payroll tax software and providing effective training and support to team members.

Highest-signal resume keywords

Payroll Tax KnowledgeCustomer Service SkillsLeadership ExperienceTechnical ProficiencyProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Payroll Tax ProceduresTax CalculationsTax FilingsCustomer Escalation HandlingQuality AssuranceProcess DevelopmentData AnalysisTechnical Software ProficiencyPerformance Measurement

Soft Skills

Time ManagementOrganizational SkillsAttention to DetailVerbal CommunicationWritten Communication

Tools & Technologies

Patriot Payroll Software

Certifications & Qualifications

High School DiplomaGED Equivalent

Industry Keywords

Payroll TaxCustomer SupportTeam LeadershipFederal Tax ComplianceState Tax ComplianceLocal Tax Compliance

About the role

Key responsibilities & impact

Work the tax notice queue, research each notice’s root cause, and communicate clear, accurate resolutions to customers
Respond to inbound customer calls and emails about payroll tax issues
Serve as a resource to the Tax Department and other departments on complex tax questions and customer interactions
Become an expert in Patriot’s internal payroll tax software and help the team use it effectively
Use payroll and tax knowledge to support, improve, and build an online payroll tax engine
Lead by example for the Tax Resolution Specialist and Tax Settings Specialist teams
Take escalated customer calls and guide them to professional, timely resolutions
Perform quality checks, monitor customer calls, review work, and provide constructive feedback
Review weekly team-member check-ins and identify where additional support is needed
Partner with the Tax Manager on team performance and productivity
Identify knowledge gaps and determine appropriate coaching, training, or support
Support ongoing training and development in payroll tax knowledge, customer service, and performance
Ensure smooth workflow between the Tax Resolution and Tax Settings teams
Partner with the Tax Manager to build the Tax Settings function from the ground up
Define quality standards, output measurements, and customer-impact measures
Adapt duties and activities quickly to deliver an exceptional customer experience

Requirements

What you’ll need

3+ years of experience working in payroll or payroll tax, responding to customer inquiries and tax notices
1+ years of experience handling customer escalations
2+ years of experience in a leadership role within a customer support setting
Working knowledge of federal, state, and local payroll tax procedures, including calculations, deposits, and filings in all 50 states
Self-starter who takes initiative and can build processes where none exist yet
Tech-savvy, with the ability to learn technical subjects and new software quickly
Excellent time management, organizational, and prioritization skills
Ability to balance individual output with leadership responsibilities
Ability to think conceptually, with high attention to detail
Superior people and customer service skills, including verbal and written communication
Ability to stay calm and professional with frustrated customers
Ability to work independently and in a team setting
Ability to coach team members in an honest but tactful manner
High School Diploma or GED equivalent
Legally reside in and be eligible to work in the United States
Ability to work core hours typically between 9 am and 6 pm EST, Monday through Friday, with occasional work outside core hours

Benefits

Comp & perks

Paid time off, inclusive of vacation and sick time
Paid holidays
Medical, dental, and vision insurance
Section 125 HSA and FSA accounts
Benefits beginning the first of the month following hire
Company-paid life, short-term, and long-term disability insurance
401(k) with company match
Up-to-date hardware and equipment provided
Flexible scheduling and opportunities for advancement
Engaging and collaborative company culture
Education reimbursement
Home office setup stipend after introductory period