Customer Experience Associate (L1)

Salsa is rebuilding the most important piece of the business stack: paying workers. We believe workers should be paid faster, more easily, and more transparently, so we’re building next-generation payroll infrastructure to support the future of work.

We believe payroll should be built directly into the tools businesses already love to use, so we help other software platforms launch their own modern payroll products with our APIs and infrastructure. Turning every modern SaaS platform into a cutting-edge payroll provider will finally disrupt the $50bn of revenue that’s going to legacy payroll providers each year – and we think it’s about time.

We’re an accomplished team of payroll technology experts who love to build and have experience working on this problem at the startup stage and at large scale — in both the US and abroad. We’re well-funded, ready to grow, and love to work from offsites in exciting corners of the world, so bring your ambition and your passport.

Customer Support Representative (L1) – Payroll

Salsa is looking for a Customer Support Representative (L1) with a strong background in payroll support, ideally within a payroll provider environment. This is a hands-on, customer-facing role where you’ll be the first line of support for our customers. Your main responsibility will be providing timely, empathetic assistance through real-time channels like Slack, live chat, and occasionally phone or Zoom.

In this role, you’ll focus on resolving payroll-related inquiries quickly and accurately while collaborating with our senior support and operations teams on escalations and complex issues. You’ll have the opportunity to learn from a deeply experienced payroll team and build strong relationships with our customers, contributing directly to their success.

Responsibilities

Synchronous Customer Support

• Act as the first point of contact for customer inquiries via Slack, live chat, and occasional phone/Zoom calls.
• Deliver prompt, friendly, and effective resolutions to basic payroll-related issues.
• Track and measure performance against key metrics like first response time.

Issue Resolution

• Troubleshoot and diagnose payroll concerns using established guidelines and support tools.
• Escalate complex or unresolved issues to senior support teams with clear and thorough documentation.

Customer Interaction

• Build positive, trusting relationships with customers by communicating clearly and empathetically.
• Guide customers through payroll processes, ensuring they understand next steps and key procedures.

Documentation & Feedback

• Maintain accurate records of customer interactions, issues, and resolutions in our support system.
• Share customer feedback and emerging trends with senior team members to help improve support processes and product development.

Collaboration

• Work closely with cross-functional teams, including Payroll Operations, Product, and Engineering, to streamline customer support and relay valuable product insights.
• Participate in training sessions and team meetings to continuously enhance your support skills and payroll knowledge.

Requirements

Payroll Experience

• Experience working for a payroll provider is required, with a solid understanding of payroll processes and compliance.

Customer-Facing Skills

• Proven experience supporting customers through real-time channels (Slack, live chat, phone/Zoom).
• Strong verbal and written communication skills with a customer-first mindset.

Technical Proficiency

• Comfortable using ticketing systems (e.g., Zendesk) and collaboration tools (e.g., Google Workspace, Slack).
• Basic proficiency in Excel or Google Sheets for managing data or tracking support metrics.

Personal Attributes

• Detail-oriented and highly organized, able to manage multiple inquiries in a fast-paced environment.
• Self-motivated and proactive, eager to learn and grow in a dynamic startup setting.
• Team player who thrives in a collaborative environment while maintaining ownership of tasks.

Why Join Salsa?

At Salsa, we’re transforming payroll by making it easier, faster, and more seamless for businesses. As a key part of our support team, you’ll be at the frontlines of customer success, helping businesses navigate payroll with confidence. If you’re passionate about delivering outstanding customer experiences and have a solid payroll support background, we’d love to hear from you!