Customer Support Specialist – Payroll

Customer Support Specialist – Payroll

Fund View is a modern, cloud-based ERP platform built specifically for local governments with populations under 50,000. Hundreds of cities, towns, and counties rely on Fund View to replace outdated legacy systems and move beyond spreadsheets or generic accounting tools that were not purpose‑built for local governments. The integrated SaaS suite includes finance, utility billing, payroll, permitting, code enforcement, municipal court, and citizen services – providing local governments enterprise‑grade software without added complexity.

With a mission to make government work easier, Fund View delivers intuitive software, fast onboarding, and responsive support so local governments can operate more efficiently and serve their communities with confidence.

Fund View provides cloud‑based solutions that streamline processes and meet the needs of municipal clients. We are seeking a knowledgeable and customer‑focused Customer Support Specialist with hands‑on experience in payroll processing using software solutions. In this role you will support municipal clients as they manage employee payroll operations through our B2B SaaS platform, serving as a trusted problem‑solver, helping users troubleshoot issues, optimize workflows, and ensure accurate payroll processing in compliance with public‑sector requirements.

You will work directly with customers and our product team to ensure timely resolution of payroll‑related support requests.

• Provide frontline support to customers using our payroll software via phone, email, and our internal ticketing system.
• Troubleshoot payroll‑related issues including tax calculations, deduction setups, employee records, pay codes, and payroll runs.
• Guide customers through product features, system updates, and best‑practice methods for accurate and timely payroll.
• Collaborate with Product, Delivery, and QA teams to elevate and track complex issues and new feature/enhancement requests.
• Maintain detailed case documentation and contribute to a knowledge base of FAQs, how‑to guides, and support resources.
• Assist with onboarding and training of new customers on payroll functionality.
• Stay current on regulatory updates relevant to municipal payroll, including federal, state, and local tax rules.
• Identify recurring customer challenges and provide insights that influence product improvements and support processes.

• Must be located in the U.S. within CST or EST time zones.
• Associate degree in Accounting or related discipline (Bachelor's degree preferred).
• 1‑3 years of experience processing payroll using cloud‑based or enterprise software systems.
• Understanding of payroll concepts including tax withholding, deductions, W‑2s, and wage compliance.
• Customer‑first mindset with experience supporting external clients.
• Strong communication, troubleshooting, and analytical skills.
• Ability to translate complex technical concepts into clear, user‑friendly guidance.
• Ability to work independently and collaboratively in a team environment.

• Experience in B2B SaaS customer support roles.
• Knowledge of municipal/government payroll or public‑sector compliance requirements.
• Familiarity with ticketing systems (e.g., Zendesk, Microsoft Dynamics 365).
• Exposure to software implementation support or customer training activities.

• Have a passion for empowering users and helping them succeed with technology.
• Can remain calm and effective under pressure.
• Show curiosity, initiative, and a continual‑improvement mindset—for yourself and the product.

At Fund View, we are passionate about delivering innovative solutions to help our public‑sector clients achieve their goals. Join a growing, highly collaborative team where your work directly impacts customer success and product evolution.