Job Description
Job Description
Salary : $95,000 - $110,000
Who We Are
Over600 employees strong, Asure sees Human Capital Management (HCM) through the lens of entrepreneurs and executives with an owners mentality. We help businesses develop their Human Capital to get to the next level, stay compliant, andallocatetheir time,moneyand technology toward growth. Our HCM platform empowers more than100,000 clientsto build great teams and better manage their people while staying compliant in an ever-changing HR legislative landscape. Asures HCM offering includes Payroll & Tax, HR, and Time & Attendance software and HR Services ranging from online compliance tools to a fully outsourced HR department.
How you will contribute
The Manager, Customer Tax Support (CSS Tax Support) leads a team of specialists responsible for delivering exceptional tax support services to Asures reseller and client base. This role ensures that all customer inquiries and tax-related processes are handled accurately, compliantly, and in alignment with service-level agreements (SLAs).
Leadership & Team Management
- Lead, coach, and develop the Customer Tax Support Specialist team, ensuring they provide high-quality and compliant customer service.
- Establish clear performance expectations, monitor metrics, and conduct regular one-on-one and team meetings.
- Foster a culture of accountability, continuous improvement, and professional growth.
- Manage resource allocation and workload distribution to meet service and operational demands.
- Provide regular feedback and coaching to improve team performance and client outcomes.
- Conduct training sessions on tax updates, software updates and customer service best practices.
- Resolve escalated issues and complex tax questions with professionalism and clarity.
- Collaborate with cross-functional teams (e.g., product, finance, operations) to improve support workflows.
- Analyze support trends and implement process improvements.
Operational Oversight
Oversee daily operations of reseller tax support, ensuring timely and accurate resolution of customer inquiries and issues.Monitor case management metrics (response time, resolution rate, SLA adherence) to ensure service excellence.Partner with accounting, implementation, and technical teams to troubleshoot escalations, resolve tax discrepancies, and improve operational processes.Ensure all activities comply with internal policies and external tax regulations.Lead or coordinate quarterly and year-end tax reporting activities to ensure deadlines are met across the reseller client base.Process & Performance Improvement
Identify trends, recurring issues, and areas for process enhancement; propose and implement solutions that improve efficiency and accuracy.Develop and maintain standard operating procedures (SOPs), training materials, and best practice guides for the team and resellers.Analyze data to assess operational performance, customer satisfaction, and compliance risk.Collaborate with technology and product teams to improve the APTM (Asure Payroll Tax Management) systems functionality and user experience.Client & Partner Engagement
Serve as an escalation point for complex client issues, ensuring timely and effective resolution.Partner with reseller leadership to maintain strong relationships, communicate updates, and deliver consistent, high-quality support.Participate in client meetings as needed to review service performance, resolve escalations, and discuss process improvements.Strategic Contribution
Contribute to the overall Tax Operations strategy by identifying opportunities to enhance client satisfaction, scalability, and compliance.Support departmental budgeting, forecasting, and staffing plans.Collaborate with senior leadership on cross-functional initiatives, including technology upgrades, policy changes, and operational efficiencies.Lead or support special projects and continuous improvement initiatives.Qualifications
Bachelors degree in Business, Accounting, Finance, or related field preferred (or equivalent combination of education and experience).Minimum 5 years of experience in payroll tax support, compliance, or related operational roles.Minimum 2 years of people management experience, preferably in a customer support or payroll operations environment.Strong knowledge of multi-state payroll tax regulations, filings, and payments.Experience with PEO operations and reseller support preferred.Excellent leadership, communication, and interpersonal skills.Proven ability to manage performance metrics and drive operational excellence.Proficiency in Microsoft Office Suite, Salesforce, and payroll / tax systems.Strong analytical, problem-solving, and decision-making skills.Ability to thrive in a fast-paced, deadline-driven, and structured environment.Demonstrated ability to lead teams through change and maintain a positive, collaborative culture.Benefits
Medical, Dental, Vision, HSA, FSA- All effective on day 1!Company paid Basic Life Insurance, A+D, Long-Term Disability, and Short-Term Disability401K Program with 3% safe harbor contributionEmployee Stock Purchase ProgramFitness Reimbursement ProgramSelf-Managed PTOWe are an equal opportunity employer. All candidates must be legally authorized to work in the US, as we are unable to sponsor or transfer Visas at this time.
NO AGENCIES PLEASE
Any unsolicited resumes sent to Asure Software from a third party, such as an Agency, including unsolicited resumes sent to Asures mailing address, faxmachineor email address, directly to employees or hiring managers will be considered Asure property. Asure will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
