Payroll & Tax Support Analyst

Overview

This role is for someone who understands payroll and payroll tax and enjoys helping customers fix real-world issues that matter.

As a Customer Services Analyst, you’ll support customers using our payroll and tax software. When a payroll calculation looks wrong, a tax filing is rejected, or a report doesn’t add up, you’re the person customers rely on to investigate, explain what’s happening, and guide them to a resolution.

This is not a call-center role and not entry level
. It’s a hands-on support role for someone who understands payroll processes, compliance requirements, and deadlines - and can confidently guide customers through them.

This role is fully remote
, with candidates required to be based in the Central or Eastern US time zones
. During peak payroll or year-end periods, additional hours may be required to support customers.

This position is part of the Accountants World Customer Operations team
, within Accountants World
.

Accountants World provides cloud-based payroll, tax, and compliance solutions to accounting firms and payroll professionals across the United States. The platform supports complex, real-world payroll scenarios – including multi-state payroll, tax calculations, filings, reporting, and year-end processing – where accuracy and reliability are critical.

Accountants World is part of IRIS Software Group
, a global organization delivering mission-critical software across payroll, HR, finance, education, and accountancy. Within IRIS, Accountants World represents the US payroll and accounting software business, focused on compliance, customer trust, and long-term client relationships.

As a Customer Services Analyst, you’ll work directly with customers using the Accountants World platform, helping them resolve payroll and tax issues that affect their clients, employees, and compliance obligations.

Payroll errors don’t just cause inconvenience - they affect people’s pay and businesses’ compliance.

Your work helps ensure that:

• Employees are paid correctly and on time
• Payroll taxes are set up and filed accurately
• Customers remain compliant with federal, state, and local requirements

When you solve an issue, you’re helping customers avoid penalties, delays, and unnecessary stress.

You’ll join an experienced team of Customer Services Analysts and Senior Customer Services Analysts who support payroll and tax customers every day.

The team handles a mix of first-, second-, and third-line queries and works closely together to resolve issues properly - not pass them around. You’ll have support when you need it, but you’ll also be trusted to own your work, make decisions, and follow issues through to resolution.

This is a busy, inbound-heavy environment, especially around quarter-end and year-end, where strong organization, payroll knowledge, and calm communication really matter.

Supporting Customers

• Respond to customer questions via phone, chat, and ticketing systems
• Troubleshoot payroll calculation issues, paycheck discrepancies, and payroll cycle errors
• Help customers correctly set up payroll taxes and jurisdictions across multiple states
• Support year-end payroll and tax activities
• Investigate rejected tax filings, reporting discrepancies, and compliance issues
• Walk customers through payroll reports, tax forms, and audit checks
• Use screen sharing, system tools, and knowledge bases to resolve issues

Keeping Things Accurate

• Clearly document issues and resolutions in the ticketing system
• Manage and prioritize work to meet strict payroll deadlines
• Identify recurring issues and help reduce repeat problems
• Assist with testing payroll updates, tax table changes, and regulatory releases

Working as a Partner

• Explain payroll processes and deadlines in clear, practical terms
• Build trust through calm, professional communication
• De-escalate difficult situations while staying focused on resolution
• Escalate issues when needed while remaining involved through completion

This Role Is a Good Fit If You Have:

• Hands-on payroll and payroll tax experience
• Experience with payroll calculations, tax setup, filings, or…