{"schemaVersion":"jobsearcher.job.v1","id":"e5d75d8efd476efe8166324a","url":"https://jobsearcher.com/jobs/e5d75d8efd476efe8166324a","canonicalUrl":"https://jobsearcher.com/jobs/e5d75d8efd476efe8166324a","title":"Payroll & Tax Support Analyst","description":"This role is for someone who understands payroll and payroll tax and enjoys helping customers fix real-world issues that matter.\r\nAs a Customer Services Analyst, you’ll support customers using our payroll and tax software. When a payroll calculation looks wrong, a tax filing is rejected, or a report doesn’t add up, you’re the person customers rely on to investigate, explain what’s happening, and guide them to a resolution.\r\nThis is a call‑center role and not entry level . It’s a hands‑on support role for someone who understands payroll processes, compliance requirements, and deadlines - and can confidently guide customers through them.\r\nThis role is fully remote, with candidates required to be based in the Central or Eastern US time zones. The position operates on a fixed shift of 10:00am‑7:00pm Eastern Time (or 9:00am‑6:00pm Central Time ). During peak payroll or year‑end periods, additional hours may be required to support customers.\r\nWhere This Role Sits This position is part of the Accountants World Customer Operations team , within Accountants World .\r\nAccountants World provides cloud‑based payroll, tax, and compliance solutions to accounting firms and payroll professionals across the United States. The platform supports complex, real‑world payroll scenarios - including multi‑state payroll, tax calculations, filings, reporting, and year‑end processing - where accuracy and reliability are critical.\r\nAccountants World is part of IRIS Software Group , a global organization delivering mission‑critical software across payroll, HR, finance, education, and accountancy. Within IRIS, Accountants World represents the US payroll and accounting software business, focused on compliance, customer trust, and long‑term client relationships.\r\nAs a Customer Services Analyst, you’ll work directly with customers using the Accountants World platform, helping them resolve payroll and tax issues that affect their clients, employees, and compliance obligations.\r\nWhy This Role Matters Payroll errors don’t just cause inconvenience - they affect people’s pay and businesses’ compliance.\r\nYour work helps ensure that:\r\nEmployees are paid correctly and on time\r\nPayroll taxes are set up and filed accurately\r\nCustomers remain compliant with federal, state, and local requirements\r\nWhen you solve an issue, you’re helping customers avoid penalties, delays, and unnecessary stress.\r\nAbout the Team You'll Join You’ll join an experienced team of Customer Services Analysts and Senior Customer Services Analysts who support payroll and tax customers every day.\r\nThe team handles a mix of first-, second-, and third‑line queries and works closely together to resolve issues properly - not pass them around. You’ll have support when you need it, but you’ll also be trusted to own your work, make decisions, and follow issues through to resolution.\r\nThis is a busy, inbound‑heavy environment, especially around quarter‑end and year‑end, where strong organization, payroll knowledge, and calm communication really matter.\r\nWhat You'll Be Doing Supporting Customers Respond to customer questions via phone, chat, and ticketing systems\r\nTroubleshoot payroll calculation issues, paycheck discrepancies, and payroll cycle errors\r\nHelp customers correctly set up payroll taxes and jurisdictions across multiple states\r\nSupport year‑end payroll and tax activities\r\nInvestigate rejected tax filings, reporting discrepancies, and compliance issues\r\nWalk customers through payroll reports, tax forms, and audit checks\r\nUse screen sharing, system tools, and knowledge bases to resolve issues\r\nKeeping Things Accurate Clearly document issues and resolutions in the ticketing system\r\nManage and prioritize work to meet strict payroll deadlines\r\nIdentify recurring issues and help reduce repeat problems\r\nAssist with testing payroll updates, tax table changes, and regulatory releases\r\nWorking as a Partner Explain payroll processes and deadlines in clear, practical terms\r\nBuild trust through calm, professional communication\r\nDe‑escalate difficult situations while staying focused on resolution\r\nEscalate issues when needed while remaining involved through completion\r\nWhat We’re Looking For These are the qualities we value for this role:\r\nHands‑on payroll and payroll tax experience\r\nExperience with payroll calculations, tax setup, filings, or compliance\r\nConfidence making decisions that impact customer payrolls and tax reporting\r\nStrong attention to detail and the ability to manage multiple deadlines\r\nClear written and verbal communication skills\r\nA calm, problem‑solving approach under time pressure\r\nNice to Have:\r\nBachelor’s degree (preferred, not required)\r\nStrong Excel skills for reviewing and validating payroll data\r\nExperience supporting payroll or tax software in a customer‑facing role\r\nMulti‑state payroll and tax experience\r\nThis role typically suits someone with experience working in payroll who enjoys solving problems, managing variety, and working directly with customers.\r\nWhat You’ll Gain A role where your payroll and payroll tax knowledge is genuinely valued\r\nExposure to complex, real‑world payroll and multi‑jurisdiction tax scenarios\r\nA supportive, experienced team with clear processes and expectations\r\nTrust, ownership, and responsibility in how you handle customer issues\r\nOpportunities to deepen your expertise in payroll systems, compliance, and customer‑facing problem solving\r\nPotential pathways into other areas of the business - we’ve seen Customer Services Analysts move into Payroll Technology roles over time, including onboarding teams, data migration, training, client success, and product‑focused positions\r\nThis role builds a strong foundation in payroll, systems, and customer impact - skills that are transferable across multiple teams within the business.\r\nOur Application Process We believe hiring should be fair, transparent, and supportive:\r\nSend your resume and a few details. No long forms.\r\nA chat with our Talent team.\r\nTwo short assessments:\r\nCCAT (15‑minute timed test).\r\nA combined technical and behavioral interview with the Associate Director, Customer Services and Director, Managed Payroll Services . This session covers your payroll and payroll tax knowledge, problem‑solving approach, communication style, and how you’d work with customers and the wider team.\r\nIf you have payroll and payroll tax experience and enjoy solving meaningful customer problems, we’d love to hear from you.#J-18808-Ljbffr","company":"Iris Software Group","rawCompany":"iris software group","city":"New York","state":"NY","isRemote":false,"isActive":true,"createdAt":"2026-04-09T09:02:06.792Z","occupations":[{"code":"43-3051.00","title":"Payroll and Timekeeping Clerks","slug":"payroll-and-timekeeping-clerks"},{"code":"43-3031.00","title":"Bookkeeping, Accounting, and Auditing Clerks","slug":"bookkeeping-accounting-and-auditing-clerks"},{"code":"13-2011.00","title":"Accountants and Auditors","slug":"accountants-and-auditors"}],"industries":[{"code":"541214","title":"Payroll Services","slug":"payroll-services"},{"code":"541219","title":"Other Accounting Services","slug":"other-accounting-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Payroll & Tax Support Analyst","description":"This role is for someone who understands payroll and payroll tax and enjoys helping customers fix real-world issues that matter.\r\nAs a Customer Services Analyst, you’ll support customers using our payroll and tax software. When a payroll calculation looks wrong, a tax filing is rejected, or a report doesn’t add up, you’re the person customers rely on to investigate, explain what’s happening, and guide them to a resolution.\r\nThis is a call‑center role and not entry level . It’s a hands‑on support role for someone who understands payroll processes, compliance requirements, and deadlines - and can confidently guide customers through them.\r\nThis role is fully remote, with candidates required to be based in the Central or Eastern US time zones. The position operates on a fixed shift of 10:00am‑7:00pm Eastern Time (or 9:00am‑6:00pm Central Time ). During peak payroll or year‑end periods, additional hours may be required to support customers.\r\nWhere This Role Sits This position is part of the Accountants World Customer Operations team , within Accountants World .\r\nAccountants World provides cloud‑based payroll, tax, and compliance solutions to accounting firms and payroll professionals across the United States. The platform supports complex, real‑world payroll scenarios - including multi‑state payroll, tax calculations, filings, reporting, and year‑end processing - where accuracy and reliability are critical.\r\nAccountants World is part of IRIS Software Group , a global organization delivering mission‑critical software across payroll, HR, finance, education, and accountancy. Within IRIS, Accountants World represents the US payroll and accounting software business, focused on compliance, customer trust, and long‑term client relationships.\r\nAs a Customer Services Analyst, you’ll work directly with customers using the Accountants World platform, helping them resolve payroll and tax issues that affect their clients, employees, and compliance obligations.\r\nWhy This Role Matters Payroll errors don’t just cause inconvenience - they affect people’s pay and businesses’ compliance.\r\nYour work helps ensure that:\r\nEmployees are paid correctly and on time\r\nPayroll taxes are set up and filed accurately\r\nCustomers remain compliant with federal, state, and local requirements\r\nWhen you solve an issue, you’re helping customers avoid penalties, delays, and unnecessary stress.\r\nAbout the Team You'll Join You’ll join an experienced team of Customer Services Analysts and Senior Customer Services Analysts who support payroll and tax customers every day.\r\nThe team handles a mix of first-, second-, and third‑line queries and works closely together to resolve issues properly - not pass them around. You’ll have support when you need it, but you’ll also be trusted to own your work, make decisions, and follow issues through to resolution.\r\nThis is a busy, inbound‑heavy environment, especially around quarter‑end and year‑end, where strong organization, payroll knowledge, and calm communication really matter.\r\nWhat You'll Be Doing Supporting Customers Respond to customer questions via phone, chat, and ticketing systems\r\nTroubleshoot payroll calculation issues, paycheck discrepancies, and payroll cycle errors\r\nHelp customers correctly set up payroll taxes and jurisdictions across multiple states\r\nSupport year‑end payroll and tax activities\r\nInvestigate rejected tax filings, reporting discrepancies, and compliance issues\r\nWalk customers through payroll reports, tax forms, and audit checks\r\nUse screen sharing, system tools, and knowledge bases to resolve issues\r\nKeeping Things Accurate Clearly document issues and resolutions in the ticketing system\r\nManage and prioritize work to meet strict payroll deadlines\r\nIdentify recurring issues and help reduce repeat problems\r\nAssist with testing payroll updates, tax table changes, and regulatory releases\r\nWorking as a Partner Explain payroll processes and deadlines in clear, practical terms\r\nBuild trust through calm, professional communication\r\nDe‑escalate difficult situations while staying focused on resolution\r\nEscalate issues when needed while remaining involved through completion\r\nWhat We’re Looking For These are the qualities we value for this role:\r\nHands‑on payroll and payroll tax experience\r\nExperience with payroll calculations, tax setup, filings, or compliance\r\nConfidence making decisions that impact customer payrolls and tax reporting\r\nStrong attention to detail and the ability to manage multiple deadlines\r\nClear written and verbal communication skills\r\nA calm, problem‑solving approach under time pressure\r\nNice to Have:\r\nBachelor’s degree (preferred, not required)\r\nStrong Excel skills for reviewing and validating payroll data\r\nExperience supporting payroll or tax software in a customer‑facing role\r\nMulti‑state payroll and tax experience\r\nThis role typically suits someone with experience working in payroll who enjoys solving problems, managing variety, and working directly with customers.\r\nWhat You’ll Gain A role where your payroll and payroll tax knowledge is genuinely valued\r\nExposure to complex, real‑world payroll and multi‑jurisdiction tax scenarios\r\nA supportive, experienced team with clear processes and expectations\r\nTrust, ownership, and responsibility in how you handle customer issues\r\nOpportunities to deepen your expertise in payroll systems, compliance, and customer‑facing problem solving\r\nPotential pathways into other areas of the business - we’ve seen Customer Services Analysts move into Payroll Technology roles over time, including onboarding teams, data migration, training, client success, and product‑focused positions\r\nThis role builds a strong foundation in payroll, systems, and customer impact - skills that are transferable across multiple teams within the business.\r\nOur Application Process We believe hiring should be fair, transparent, and supportive:\r\nSend your resume and a few details. No long forms.\r\nA chat with our Talent team.\r\nTwo short assessments:\r\nCCAT (15‑minute timed test).\r\nA combined technical and behavioral interview with the Associate Director, Customer Services and Director, Managed Payroll Services . This session covers your payroll and payroll tax knowledge, problem‑solving approach, communication style, and how you’d work with customers and the wider team.\r\nIf you have payroll and payroll tax experience and enjoy solving meaningful customer problems, we’d love to hear from you.#J-18808-Ljbffr","datePosted":"2026-04-09T09:02:06.792Z","dateModified":"2026-04-09T09:02:06.792Z","hiringOrganization":{"@type":"Organization","name":"Iris Software Group","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"New York","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e5d75d8efd476efe8166324a"},"url":"https://jobsearcher.com/jobs/e5d75d8efd476efe8166324a"}}