Customer Support Specialist - Tax

Asure Software • Santa Ana, CA

8d • $31 - $36 • Onsite

About The Position

Over 600 employees strong, Asure sees Human Capital Management (HCM) through the lens of entrepreneurs and executives with an owner’s mentality. We help businesses develop their “Human Capital” to get to the next level, stay compliant, and allocate their time, money and technology toward growth. Our HCM platform empowers more than 100,000 clients to build great teams and better manage their people while staying compliant in an ever-changing HR legislative landscape. Asure’s HCM offering includes Payroll & Tax, HR, and Time & Attendance software and HR Services ranging from online compliance tools to a fully outsourced HR department. This is an on-site position and can be based from any of Asure's hub office locations including Austin, TX; Santa Ana, CA; Burlington, VT; Cherry Hill, NJ; Rochester, NY; Tampa, FL; or Cherry Hill, NJ How you will contribute The Customer Tax Support Specialist provides expert support to Asure’s reseller tax service clients. This role ensures clients receive accurate, compliant, and timely assistance with all payroll tax–related inquiries. The Specialist serves as the primary point of contact for assigned resellers, guiding them through Asure’s Payroll Tax Management (APTM) system and related processes. This position is ideal for someone who enjoys problem-solving, building client relationships, and helping others navigate payroll tax complexities. Strong communication, organization, and technical skills are key to success in this role.

Requirements

• High school diploma or GED required; college degree preferred
• Minimum of 2 years of payroll tax payment and/or filing experience.
• Experience with multi-state and multi-client payroll taxation preferred.
• Prior experience with a PEO (Professional Employer Organization) environment preferred.
• Previous customer support or service experience preferred.
• Strong attention to detail, organization, and problem-solving skills.
• Proficiency in Microsoft Office (Excel, Word), Outlook, Salesforce, and payroll/tax software.
• Excellent written and verbal communication skills; able to build rapport with clients and internal teams.
• Comfortable working in a structured, performance-based environment with high ethical standards.
• Able to manage multiple priorities, work independently, and make sound decisions.
• Demonstrated ability to deliver timely, accurate results and maintain effective relationships.

Responsibilities

• Serve as the single point of contact for assigned reseller clients.
• Build and maintain strong relationships to ensure client satisfaction and retention.
• Establish regular meetings with resellers to review open items, issue status, and account updates.
• Provide timely, accurate responses to client inquiries and manage cases within defined service levels and KPIs.
• Support clients in the setup of new tax types and agencies, ensuring receipt of required authorizations, TPA assignments, ID updates, and rate/frequency changes.
• Partner with resellers on SUI (State Unemployment Insurance) rate updates, withholding payment frequencies, and ID number resolutions.
• Assist in resolving unfiled returns, unpaid taxes, missing agencies, and payroll import errors or holds.
• Collaborate with resellers during quarterly and year-end payroll tax reporting to meet deadlines.
• Help identify and reconcile variances, correct import exceptions, and manage quarter-end adjustments as needed.
• Work closely with accounting teams to resolve funding issues, including reversals, NSFs, and funding discrepancies.
• Provide guidance and technical assistance on the APTM system and related tax processes.
• Assist in training resellers on system functionality, features, and best practices.
• Create standard operating procedures (SOPs), knowledge base articles, or training materials as needed.
• Partner with internal teams and management to troubleshoot issues and develop solutions.
• Identify opportunities to improve internal processes, enhance client experience, and increase operational efficiency.
• Participate in special projects as assigned.
• Maintain compliance with all internal procedures and external tax regulations, escalating issues when necessary.

Benefits

• Medical, Dental, Vision, HSA, FSA- All effective on day 1!
• Company paid Basic Life Insurance, A+D, Long-Term Disability, and Short-Term Disability
• 401K Program with 3% safe harbor contribution
• Employee Stock Purchase Program
• Fitness Reimbursement Program
• Self-Managed PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees