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About the Company – Transforming the Restaurant Experience
At Toast, we are on a mission to empower the world’s restaurants with a modern, cloud‑based platform that simplifies every aspect of running a food‑service business. From point‑of‑sale and online ordering to payroll, tax compliance, and financial analytics, our technology enables restaurateurs to focus on what they love most—creating unforgettable dining experiences. Our culture is built on relentless innovation, collaboration, and a genuine passion for the hospitality industry. As we continue to expand our suite of services, we need dedicated, customer‑obsessed professionals who can turn complex tax challenges into seamless, frictionless experiences for our growing roster of restaurant partners.
Why This Role Matters – The Critical Impact of a Tax Expert
The Remote Customer Care Tax Specialist – Payroll & Tax Compliance Expert sits at the intersection of customer service, tax regulation, and payroll technology. In this role, you will become the trusted advisor for restaurant owners and managers who rely on Toast’s platform to file accurate payroll taxes, stay compliant across federal, state, and local jurisdictions, and avoid costly penalties. Your expertise will directly influence customer satisfaction, retention, and the broader reputation of Toast as the go‑to payroll tax partner for the hospitality sector.
Key Responsibilities – What You’ll Do Every Day
- Customer Advocacy: Respond to inbound phone calls, warm‑transferred inquiries, and email requests with a “customer‑first” mindset, delivering clear, concise guidance on payroll tax profiles, employee tax information, and jurisdiction set‑ups.
- Tax Issue Research & Resolution: Investigate tax‑related questions raised by both internal stakeholders and external clients, provide timely resolutions, and document solutions for future reference.
- Collaboration with Tax Agencies: Liaise with federal, state, and local tax agencies to verify account details, obtain needed documentation, and negotiate penalties, abatements, or waivers on behalf of customers.
- Payroll Tax Account Management: Assist customers in identifying their payroll tax jurisdiction accounts, updating information as required, and ensuring all filings and payments are submitted on schedule.
- Reconciliation Support: Guide employers through reconciling payroll tax liabilities with bank statements, explaining debits, credits, and any discrepancies that arise.
- Root‑Cause Analysis & Process Improvement: Diagnose recurring tax issues, propose and implement process enhancements, and contribute to cross‑functional projects aimed at reducing friction in the tax filing workflow.
- Third‑Party Agent (TPA) Setup: Partner with customers to configure and activate TPA arrangements, ensuring seamless integration with our payroll platform.
- Periodic Tax Filing Assistance: Support clients during monthly, quarterly, and annual filing cycles, providing checklists, best‑practice recommendations, and hands‑on assistance where needed.
- Special Projects & Continuous Learning: Participate in ad‑hoc initiatives, system upgrades, and knowledge‑base improvements to keep Toast’s tax support at the cutting edge of industry standards.
Essential Qualifications – The Foundations You Need
- Experience: Minimum of 2 years delivering exceptional customer service in a tax‑focused or payroll‑service bureau environment.
- Tax Knowledge: Proven understanding of federal, state, local payroll taxes and paid family leave requirements.
- Problem‑Solving Ability: Demonstrated skill in diagnosing complex tax scenarios, identifying root causes, and presenting clear, actionable solutions.
- Communication Skills: Excellent verbal and written communication, with the ability to explain technical tax concepts to non‑technical audiences.
- Data Privacy Awareness: Experience handling sensitive and confidential information in compliance with privacy regulations.
- Technical Proficiency: Strong command of Microsoft Excel (pivot tables, formulas, data validation) and Google Workspace (Docs, Sheets, Slides).
- Independent Work Style: Ability to prioritize competing demands, work autonomously, and thrive in a fast‑moving, remote environment.
Preferred Qualifications – Nice‑to‑Have Extras
- MasterTax Platform Experience: Direct familiarity with the MasterTax software suite or similar tax compliance tools.
- Professional Certifications: Holding a Federal Payroll Certification (FPC) or Certified Payroll Professional (CPP) credential is a strong advantage.
- Education: Associate’s or Bachelor’s degree in Accounting, Finance, Business Administration, or a related field.
- Industry Insight: Prior exposure to the restaurant or hospitality sector, understanding of POS systems, and awareness of industry‑specific tax nuances.
Core Skills & Competencies – What Sets You Apart
- Customer‑Centric Mindset: Passion for delivering extraordinary service that leaves a lasting positive impression.
- Analytical Thinking: Ability to interpret tax tables, regulations, and financial data with precision.
- Collaboration & Influence: Skilled at building relationships across internal teams (product, engineering, operations) and external partners (tax agencies, clients).
- Adaptability: Comfortable navigating regulatory changes, platform updates, and evolving customer needs.
- Time Management: Expertise in juggling multiple client cases, deadlines, and project deliverables without compromising quality.
- Continuous Learning: Commitment to staying current on tax law amendments, industry best practices, and emerging payroll technologies.
Career Growth & Development – Your Path at Toast
Toast invests heavily in the professional advancement of its employees. As a Remote Customer Care Tax Specialist, you will have access to:
- Mentorship Programs: Pairing with senior tax consultants and product experts to accelerate skill development.
- Certification Sponsorship: Financial support for obtaining FPC, CPP, or other relevant designations.
- Learning Hub: Unlimited access to online courses, webinars, and industry conferences focused on payroll, tax compliance, and customer experience.
- Career Pathways: Clear progression routes to senior tax specialist, team lead, tax operations manager, or product advisor roles within the broader Customer Success organization.
- Cross‑Functional Exposure: Opportunities to collaborate with product, engineering, and data analytics teams, broadening your understanding of the end‑to‑end tax ecosystem.
Work Environment & Company Culture – Why You’ll Love Working Here
Our remote‑first model provides you with the freedom to work from anywhere while staying tightly connected to a vibrant, inclusive community. Key cultural pillars include:
- Transparency: Open communication channels, regular town halls, and a leadership team that shares strategic direction.
- Inclusivity: A commitment to diversity, equity, and inclusion baked into every hiring practice, team structure, and company policy.
- Innovation: Encouragement to experiment, share ideas, and contribute to product enhancements that reshape the restaurant landscape.
- Work‑Life Harmony: Flexible scheduling, generous paid time off, and wellness resources to help you maintain balance.
- Team Spirit: Virtual coffee chats, employee resource groups, and occasional in‑person meet‑ups to foster camaraderie.
Compensation, Perks & Benefits – Our Total Rewards Package
We believe that great work deserves great rewards. While the base hourly rate for this role is $25.96, the complete compensation package includes:
- Competitive Salary: Market‑aligned pay with regular performance‑based raises.
- Health & Wellness: Comprehensive medical, dental, and vision plans, along with mental‑health resources.
- Retirement Savings: 401(k) plan with company matching to help you build a secure future.
- Paid Time Off: Generous vacation, sick days, and paid holidays, plus parental leave.
- Learning Stipend: Annual budget for courses, certifications, or conferences of your choice.
- Remote Work Support: Home‑office stipend for ergonomic furniture, high‑speed internet, and tech equipment.
- Employee Assistance Program: Confidential counseling and support services for personal or professional challenges.
- Community & Giving: Opportunities to participate in volunteer initiatives and company‑wide charitable drives.
Commitment to Accessibility & Inclusion
Toast is dedicated to providing an accessible and equitable hiring process. If you require a reasonable accommodation during any stage of the application or interview process, please reach out to [email protected]. We encourage candidates of all backgrounds to apply, and we celebrate the diverse perspectives that fuel our innovation.
Ready to Join the Team? – Take the Next Step
If you are passionate about turning tax complexities into delightful customer experiences, thrive in a remote, tech‑forward environment, and want to grow your career alongside industry leaders, we want to hear from you. Apply today, share your story, and help us bake the future of restaurant payroll tax compliance—one satisfied restaurant at a time.
Don’t Hesitate – Apply Now!
We value attitude, curiosity, and a willingness to learn above a perfect checklist of requirements. Your enthusiasm could be the exact ingredient we need to elevate our Tax Care team. Click the link below to submit your application.
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