About The Company

Salsa is rebuilding the most important piece of the business stack: paying workers. We believe workers should be paid faster, more easily, and more transparently, so we're building next-generation payroll infrastructure to support the future of work.

Salsa is an embedded fintech company. We believe payroll should be built directly into the tools businesses already love to use, so we help other software platforms launch their own modern payroll products with our APIs and infrastructure. Turning every modern SaaS platform into a cutting-edge payroll provider will finally disrupt the $50bn of revenue that’s going to legacy payroll providers each year - and we think it’s about time.

We’re an accomplished team of payroll technology experts who love to build and have experience working on this problem at the startup stage and at large scale — in both the US and abroad. We’re well-funded, ready to grow, and love to work from offsites in exciting corners of the world, so bring your ambition and your passport.

About The Role

We’re expanding our core payroll team with a very special customer-facing role: our onboarding specialist will work directly with small business owners to help them get set up and onboarded into their new payroll system. This role is perfect for someone who has a base of payroll knowledge and loves the satisfaction of communicating directly with customers to help them and solve their problems. You’ll be in charge of managing customers who are getting set up in our payroll product and contacting them to see where they need help. Customers may prefer a phone call, zoom meeting, chat, text or email: your job is to help get business owners on the way to their first successful payroll run. You’ll need the flexibility to work in a fast-paced startup environment where you’re constantly testing and learning new ways of doing things without the structures and processes of a larger company: you’ll need to design and execute your work at the same time.

You’ll get the impact of making life easier for business owners and their workers, and the creativity to build a process to make onboarding easier and more effective over time. This role will include a lot of customer-facing time along with a need for strong organizational skills to document your work and collaborate with the rest of the company. You may need to escalate more complicated support issues and pass your feedback and observation to product and engineering to improve where customers keep getting stuck. Your job is to not only fix what a single customer needs but also find the opportunity to scale this solution to make onboarding easier for future customers, too.

This role demands a unique blend of process expertise, customer service skills, payroll expertise, and startup hustle. You will be the primary point of contact for new customers, ensuring that their concerns are resolved promptly and professionally. Additionally, you will play a key role in improving the product, creating scalable processes, and growing with the team!

Responsibilities

• Support the onboarding of new customers by ensuring accurate account setup, facilitating smooth payroll migrations, and preparing for a successful inaugural payroll cycle
• Remain organized in documenting customer communications, and accountable for timely customer responses
• Familiarity and comfort with managing workflows, ticketing processes and customer communications in Zendesk
• Provide hands-on customer assistance via voice, video, text, chat, and email
• Manage a pipeline of customers who are in the setup phase: proactively get in touch with customers to ensure they get through setup in a timely manner
• Provide expert-level support for new customers and resolve various payroll-related matters
• Help business owners locate their federal and state tax information needed to configure their payroll account
• Understand how to help business owners complete setup without crossing the line of offering tax or legal advice: point them in the right direction to find help in these areas.
• 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
  
  

Requirements

• 3+ years of payroll experience
• 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
• Comfortable managing multiple forms of communication concurrently: email, zoom, chat, phone, text, etc.
• 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