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Salsa is a Series A embedded fintech company rebuilding payroll infrastructure. The company partners with SaaS platforms to embed modern payroll products via APIs, targeting the $50bn legacy payroll market.
You will be Salsa's primary payroll support expert and customer advocate. This role combines customer-facing support, product expertise, and knowledge-base building. You'll be the first point of contact for partners with payroll inquiries, diagnosing and resolving complex payroll issues across all 50 US states and Canada. Beyond reactive support, you'll proactively build scalable processes, create training materials, and mentor partner support teams. You'll work cross-functionally with product and engineering to identify system improvements and translate customer feedback into product enhancements.
Key responsibilities include: delivering expert-level day-to-day support on intricate payroll and tax matters; owning partner relationships and providing education; collaborating across Knowledge & Enablement, onboarding, and training teams to ensure payroll expertise is embedded throughout the organization; designing and leading training sessions or webinars for partners; auditing and iterating on customer experience and payroll operations processes; triaging non-support requests to appropriate teams; and continuously improving the customer experience by identifying trends and partnering with product teams.
This is a high-impact, fast-paced role in a small startup. You'll contribute to building both the product and the team, with no red tape and significant ownership over the programs you help create. The role demands real-time problem-solving, critical thinking, and the ability to demystify payroll for both beginners and experts.
REQUIREMENTS:
- 4+ years of US payroll provider experience in a support capacity (customer-facing payroll support is mandatory)
- Excellent written and oral communication skills; ability to explain complex payroll concepts clearly to diverse audiences
- Proficiency with AI tools (GPT, Claude, or similar) for reporting, insights, and creating support/education materials
- Data-driven mindset with strong Excel and Google Sheets skills (VLOOKUP, HLOOKUP, text-to-columns, complex formulas)
- Comfort with ticketing systems and work-tracking tools
- High proficiency with Google Workspace, Slack, Zendesk, Pylon, and similar platforms
- Self-motivated, autonomous worker who thrives in team environments
- Growth mindset and eagerness to learn in a payroll-focused environment
- Excellent attention to detail, multitasking ability, and high-quality work in fast-paced settings
- Intentional about working in a small, intense startup environment
