Payroll Specialist

Arketa

1d•$54,000 - $68,000•Remote

About The Position

Arketa is seeking its first Payroll Specialist to build and scale payroll onboarding and support. This role offers a unique opportunity to join a new product area at the ground floor and significantly influence the customer experience. The specialist will be involved in onboarding, implementation, and ongoing support, assisting customers with payroll adoption in a dynamic, early-stage environment. This position is ideal for an experienced payroll professional who thrives on solving complex problems, developing processes, and enhancing customer experiences.

Requirements

2+ years of experience supporting payroll, HR, accounting, or SaaS customers.
Knowledge of payroll fundamentals, including employee setup, payroll schedules, taxes, deductions, and year-end forms.
Strong customer service and communication skills.
Excellent attention to detail and organizational skills.
Ability to manage multiple customer conversations and priorities simultaneously.
Comfortable learning new technology and working across multiple systems.
Curious, proactive, and eager to continuously learn.

Nice To Haves

Experience working with payroll software such as Gusto, Paychex, ADP, Rippling, Homebase, QuickBooks Payroll, or similar platforms is preferred.
Experience onboarding customers to SaaS products.
Experience supporting small businesses.
Experience using Intercom, HubSpot, or similar customer support platforms.

Responsibilities

Guide customers through the setup and onboarding of Arketa Payroll.
Help customers collect and enter payroll, tax, banking, and employee information.
Support customers migrating from another payroll provider.
Ensure customers are prepared to successfully run their first payroll.
Coordinate with our payroll partner and internal teams to resolve onboarding issues.
Answer customer questions related to payroll, taxes, employee setup, deductions, direct deposit, and payroll processing.
Troubleshoot product and payroll issues through email, chat, and video calls when needed.
Own customer issues from initial contact through resolution.
Escalate complex payroll or technical issues to the appropriate internal teams or Check.
Clearly explain payroll concepts in language customers can understand.
Identify recurring customer pain points and recommend improvements.
Help create Help Center articles, internal documentation, and support playbooks.
Share customer feedback with Product and Engineering to improve the payroll experience.
Continue building your payroll knowledge and stay current on product enhancements.