Why This Job is Featured on The SaaS Jobs
Payroll and tax workflows are a common source of churn and support load in SaaS products that touch employee data, filings, and payments. This Customer Care Tax Expert role sits at that intersection, translating customer questions into accurate profile setup, jurisdiction updates, and agency-facing follow through. It is a practical window into how SaaS companies operationalise compliance-heavy features while keeping the experience usable for non-expert customers.
From a SaaS career standpoint, the work builds durable domain depth in payroll tax operations and the mechanics behind “it just works” product promises. Regular interaction with tax agencies, internal operations, and customer communications develops an understanding of end-to-end service delivery, including how discrepancies are investigated, documented, and prevented. The emphasis on root-cause resolution and process improvement also aligns with the continuous optimisation mindset that underpins mature SaaS support and operations functions.
This role tends to suit professionals who enjoy structured problem solving, careful handling of sensitive information, and clear written and phone communication. It also fits someone who prefers measurable outcomes, such as fewer filing issues or cleaner account setups, and who wants to become a specialist in a regulated SaaS-adjacent domain while contributing to incremental operational improvements.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Customer Care Tax Expert
Start Date: 3/23 - Training is virtual for 5 weeks. There is no PTO allowed during training
Hourly Rate: $25.96 per hour
The Care Tax Expert will be responsible for conversing directly with customers over phone and email along with contributing to the day-to-day success of the Customer Care Tax teams. This individual will be responsible for assisting customers with their tax profiles, employee tax information, state set ups and related questions with a focus on providing a customer first experience. In addition, the Care Tax Expert will serve as a key contributor to larger team and organizational initiatives to drive improvement and efficiency as we continue to grow.
The Customer Care Tax team works closely with our customers, tax agencies, and internal teams with a focus on our customers' payroll tax experience. We are committed to improving and transforming the customer experience by leveraging technology, driving innovation and reducing customer friction. Our primary focus is assisting our customers with their payroll tax preparation, maintenance and filings.
About this roll*:
- Research payroll tax issues raised by internal stakeholders and customers and provide timely resolutions
- Assist customers with tax related questions through inbound warm transferred phone calls and inbound customer emails
- Work with internal operations team and tax agencies to obtain accurate payroll tax account information to ensure accurate and timely payroll tax filings and payments
- Assist customers with identifying their payroll tax jurisdiction account information and making routine updates as needed to ensure timely filing and payment of payroll tax obligations
- Review and assist employers with reconciling payroll tax liability debits/credits to their bank accounts.
- Identify and resolve root cause discrepancies and recommend process improvements to reduce tax issues and improve payroll tax filing efficiencies.
- Collaborate with customers to complete Third-Party Agent (TPA) setup
- Correspond with tax agencies regarding tax notices, inquiries, tax penalty abatements/waivers and tax clearances
- Assist in monthly, quarterly and annual tax filings and participate in special projects and/or other duties assigned
Do you have the right ingredients*?
- 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
- 1+ years of prior payroll service bureau experience
- Knowledge of payroll taxes including federal, state, local and paid family leave
- Success operating independently and navigating competing priorities in a constantly changing environment
- Strong critical problem solving, customer communication, organizational, and influencing skills
- Experience working with sensitive/confidential information
- Proficient in Microsoft Excel and Google Suite
Special Sauce* (Non-essential Skills/Nice to Haves)
- MasterTax Experience
- FPC or CPP certification
- Associates or Bachelor’s Degree
Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
*Bread puns encouraged but not required
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
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