Customer Support Specialist - Payroll (Public Sector SaaS)

FundView • Lubbock, TX

12d

About The Position

FundView provides cloud-based solutions to power local governments. Our solutions are an elegant, easy-to-use suite of products that will streamline processes, simplify workload and meet the needs of citizens. We are seeking a knowledgeable and customer-focused Customer Support Specialist with hands-on experience in payroll processing using software solutions. In this role, you will support our municipal clients as they manage employee payroll operations through our B2B SaaS platform. You’ll serve as a trusted problem-solver, helping users troubleshoot issues, optimize workflows, and ensure accurate payroll processing in compliance with public sector requirements. You’ll work directly with customers and our product team to ensure timely resolution of payroll-related support requests.

Requirements

• MUST be located in US within CST or EST time zones.
• Associate degree in Accounting or related discipline (Bachelor’s degree preferred)
• 1-3 years of experience processing payroll using cloud-based or enterprise software systems
• Understanding of payroll concepts including tax withholding, deductions, W-2s, and wage compliance
• Customer-first mindset with experience supporting external clients
• Strong communication, troubleshooting, and analytical skills
• Ability to translate complex technical concepts into clear, user-friendly guidance
• Ability to work independently and collaboratively in a team environment

Nice To Haves

• Experience in B2B SaaS customer support roles
• Knowledge of municipal/government payroll or public sector compliance requirements
• Familiarity with ticketing systems (e.g. Zendesk, Microsoft Dynamics 365)
• Exposure to software implementation support or customer training activities

Responsibilities

• Provide frontline support to customers using our payroll software, via phone, email, and our internal ticketing systems.
• Troubleshoot payroll-related issues including tax calculations, deduction setups, employee records, pay codes, and payroll runs.
• Guide customers through product features, system updates, and best practices for accurate and timely payroll.
• Collaborate with Product, Delivery, and QA teams to escalate and track complex issues and new feature/enhancement requests.
• Maintain detailed case documentation and contribute to a knowledge base of FAQs, how-to guides, and support resources.
• Assist with onboarding and training of new customers on payroll functionality.
• Stay current on regulatory updates relevant to municipal payroll, including federal and state, and local tax rules.
• Identify recurring customer challenges and provide insights that influence product improvements and support processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree