Lead, Tax Resolution Specialist III

We're Patriot Software - a remote-first, product-led tech company on a mission to make accounting and payroll fast, simple, and affordable for millions of American businesses. With 175+ team members across the U.S. and a collaborative office hub in Canton, Ohio, we're building software that empowers the backbone of the American economy.

Creating great products starts with creating an environment where people thrive. That means connection, clarity, growth, high trust, and a culture where ideas move quickly and quality matters.

Our team lives by six core values that guide how we work, build, and serve:

• Be Customer Obsessed
  :
  We start with our customers and work backward to deliver exceptional value.
• Lead With Speed
  :
  We move fast, take smart risks, and stay ahead by acting boldly.
• Don’t Cut Corners
  :
  We own our technologies and operations to deliver a high-quality, end-to-end experience.
• Create a Better Us
  :
  We simplify, automate, spend wisely, and continuously improve.
• Follow the Golden Rule: We treat others with respect, invite feedback, and commit even when we disagree.
• Grow, Be a Leader
  :
  We expect leadership at all levels and pursue excellence as a high-accountability, high-trust team.

If this sounds like a place where you'd thrive, keep reading - your next opportunity might be here.

Summary:

• Job Title:
  
  Lead, Tax Resolution Specialist III
• Job Status:
  Full-time
• Location:
  
  100% remote
• Compensation:
  Hourly (Non-Exempt)
• Position Type:
  Direct Hire, note, this is not a contract role
• Pay Range: $27.00 - $32.00 per hour
• Shift: 9:00 AM - 6:00 PM ET, Monday - Friday

Do you love using your communication skills to solve problems? Do you enjoy digging into payroll tax issues and helping others do their best work? Then the Lead, Tax Resolution Specialist III position at Patriot Software may be a great fit for you. This role is for someone who takes initiative, leads by example, and is passionate about both customer service and team member growth.

You'll spend most of your day resolving payroll tax notices for our customers while also helping lead and develop our Tax Resolution and Tax Settings teams.

What You’ll Be Doing:

This position supports the Tax Department in delivering accurate, compliant payroll tax services to Full Service customers while assisting the Tax Manager with the daily leadership and development of the Tax Resolution and Tax Settings teams. About 70% of this role is hands-on tax resolution work, and about 30% is team leadership.

• Work the tax notice queue, researching each notice's root cause and communicating clear, accurate resolutions to customers.
• Respond to inbound customer calls and emails about payroll tax issues.
• Serve as a resource to the Tax Department and other departments on complex tax questions and customer interactions.
• Become an expert in Patriot's internal payroll tax software and help the team use it effectively.
• Use your payroll and tax knowledge to help the team support, improve, and build an innovative online payroll tax engine.
• Lead by example for both the Tax Resolution Specialist and Tax Settings Specialist teams, setting the standard for output, quality, and customer care.
• Take escalated customer calls and guide them to a professional, timely resolution.
• Perform quality checks, including monitoring customer calls and reviewing work, and give team members constructive feedback that helps them improve.
• Review team members' weekly check-ins, where they reflect on how their week went, what's going well, what's challenging, and what they need, and flag where additional support is needed.
• Partner with the Tax Manager on team performance and productivity, identifying knowledge gaps and determining the right coaching, training, or support.
• Support ongoing training and…