Job Title

Director, Tax Research & Support

Job ID

Location

Scottsdale, AZ 85260

Description

We are looking for a dynamic individual to lead our tax research and support division. In this role, you will build upon Symmetry’s 30+ year history of expertise in payroll tax by leading the effort to ensure our software products are built upon the most accurate tax research possible, while also providing excellent support to our customer base. The Director of Tax Research and Support will also execute the vision to scale our support as our company grows by collaborating cross-functionally with our marketing and customer success teams in order to deliver helpful and timely training and support content. Our ideal candidate will be able to simultaneously see the big picture of the payroll taxation landscape while also diving deep into specific rules and regulations as it pertains to our software and customers’ use cases. If you have a passion for providing excellent customer service, a mind made for detail, past payroll experience, and a bend towards technology, you may be a good fit for Symmetry Software.

Primary Responsibilities:

  • Researching complex payroll tax matters as it pertains to our customers’ implementation of our software and making recommendations to development staff on various implementation approaches.

  • Analyzing our support cases, identifying trends, and making adjustments to the software support process to drive operational efficiencies.

  • Recommending procedural changes to the management team and implementing them in order to provide better service to our customers while positioning the support and research team to scale in the future.

  • Sharing insight gleamed from tax research and support cases with the marketing and customer success teams so that content can be co-created and distributed to customers and prospects in order to speed up new customer’s onboarding time and decrease the quantity of support cases.

  • Building upon our existing systems to house historical tax research to create a comprehensive source of tax research to ensure strong communication between our tax research and support staff.

  • Identifying client learning issues and training staff to proactively address areas of concern through our sales and onboarding process and routine help desk correspondence.

  • Creating a vision for how Symmetry can utilize technology to decrease and automate routine and repeat support cases.

  • Managing and supporting our software support team so that they are able to resolve support tickets in a fast and professional manner while complying with Service Level Agreements.

  • Managing and supporting our full-time tax research analysts so that our approach to tax research is accurate and exhaustive.

  • Communicating via phone and email with customers regarding support cases and with tax authorities regarding various tax rates, statutes, and laws.

  • Ensuring that our external communication with customers adheres to our Symmetry standards by developing procedures and providing oversight.

  • Liaise with product managers to communicate customer-generated product feature requests and other customer needs.

  • Utilizing Netsuite and JIRA to track customer issues and manage team tasks.

  • Actively increasing your knowledge about the payroll and human resource industries and about Symmetry Software products and services.

Requirements:

Prior Experience:

  • Experience managing small teams to outcomes

  • Payroll experience

  • Software experience

Required Skills:

  • Ability to comprehend in detail federal, state, and local ordinances, laws, and regulations

  • Data analysis, both qualitative and quantitative

  • Leadership, coaching, and mentoring skills

  • Impeccable writing ability and exceptional verbal communication skills

  • Business savvy

  • Passion for using technology to keep records, research, and communication trails

  • Fast learner

  • Organizational, analytical, and problem solving skills

  • Critical thinking skills

  • Ability to communicate with empathy and persistence

  • Attention to detail

Education:

  • Bachelors’ degree

  • FPC or CPP preferred

If you feel that you have adequate experience and would be a good fit for our company culture, apply now by emailing your resume and cover letter to info@symmetry.com

Working at Symmetry Software:

Being happy at a job goes beyond just doing the work. Where you choose to spend 40 hours a week should be a place that challenges you professionally and aligns with your personal goals and well-being. We truly love what we do, and our customers love what we produce. Our work environment is collaborative, fun, and friendly.

About Our Work: 

Our products make sure millions of paychecks are right, no matter where people live or work in the U.S. We simplify the payroll process with accurate and dependable payroll withholding tax solutions. Our clients include Fortune 500 companies, like Wal-Mart and Southwest Airlines, and leading payroll service providers, including ADP and Paychex. With a 96% customer retention rate, our products always have to be top-of- the-line, and so do our employees.

Symmetry Software is also the company behind the popular website PaycheckCity.com, which helps millions of Americans better understand their paychecks every month.