IRIS Software Group

Compensation

Full Description

This role is for someone who understands payroll and payroll tax and enjoys helping customers fix real-world issues that matter. As a Customer Services Analyst, you’ll support customers using our payroll and tax software. When a payroll calculation looks wrong, a tax filing is rejected, or a report doesn’t add up, you’re the person customers rely on to investigate, explain what’s happening, and guide them to a resolution. This is not a call-center role and not entry level. It’s a hands-on support role for someone who understands payroll processes, compliance requirements, and deadlines - and can confidently guide customers through them. This role is fully remote, with candidates required to be based in the Central or Eastern US time zones. During peak payroll or year-end periods, additional hours may be required to support customers. Where This Role Sits This position is part of the Accountants World Customer Operations team, within Accountants World. Accountants World provides cloud-based payroll, tax, and compliance solutions to accounting firms and payroll professionals across the United States. The platform supports complex, real-world payroll scenarios - including multi-state payroll, tax calculations, filings, reporting, and year-end processing - where accuracy and reliability are critical. Accountants World is part of IRIS Software Group, a global organization delivering mission-critical software across payroll, HR, finance, education, and accountancy. Within IRIS, Accountants World represents the US payroll and accounting software business, focused on compliance, customer trust, and long-term client relationships. As a Customer Services Analyst, you’ll work directly with customers using the Accountants World platform, helping them resolve payroll and tax issues that affect their clients, employees, and compliance obligations. Why This Role Matters Payroll errors don’t just cause inconvenience - they affect people’s pay and businesses’ compliance. Your work helps ensure that: • Employees are paid correctly and on time • Payroll taxes are set up and filed accurately • Customers remain compliant with federal, state, and local requirements When you solve an issue, you’re helping customers avoid penalties, delays, and unnecessary stress. About the Team You'll Join You’ll join an experienced team of Customer Services Analysts and Senior Customer Services Analysts who support payroll and tax customers every day. The team handles a mix of first-, second-, and third-line queries and works closely together to resolve issues properly - not pass them around. You’ll have support when you need it, but you’ll also be trusted to own your work, make decisions, and follow issues through to resolution. This is a busy, inbound-heavy environment, especially around quarter-end and year-end, where strong organization, payroll knowledge, and calm communication really matter. What You'll Be Doing Supporting Customers • Respond to customer questions via phone, chat, and ticketing systems • Troubleshoot payroll calculation issues, paycheck discrepancies, and payroll cycle errors • Help customers correctly set up payroll taxes and jurisdictions across multiple states • Support year-end payroll and tax activities • Investigate rejected tax filings, reporting discrepancies, and compliance issues • Walk customers through payroll reports, tax forms, and audit checks • Use screen sharing, system tools, and knowledge bases to resolve issues Keeping Things Accurate • Clearly document issues and resolutions in the ticketing system • Manage and prioritize work to meet strict payroll deadlines • Identify recurring issues and help reduce repeat problems • Assist with testing payroll updates, tax table changes, and regulatory releases Working as a Partner • Explain payroll processes and deadlines in clear, practical terms • Build trust through calm, professional communication • De-escalate difficult situations while staying focused on resolution • Escalate issues when needed while remaining involved through completion What We’re Looking For This Role Is a Good Fit If You Have: • Hands-on payroll and payroll tax experience • Experience with payroll calculations, tax setup, filings, or compliance • Confidence making decisions that impact customer payrolls and tax reporting • Strong attention to detail and the ability to manage multiple deadlines • Clear written and verbal communication skills • A calm, problem-solving approach under time pressure Nice to Have: • Bachelor’s degree (preferred, not required) • Strong Excel skills for reviewing and validating payroll data • Experience supporting payroll or tax software in a customer-facing role • Multi-state payroll and tax experience This role typically suits someone with experience working in payroll who enjoys solving problems, managing variety, and working directly with customers. What You’ll Gain • A role where your payroll and payroll tax knowledge is genuinely valued • Exposure to complex, real-world payroll and multi-jurisdiction tax scenarios • A supportive, experienced team with clear processes and expectations • Trust, ownership, and responsibility in how you handle customer issues • Opportunities to deepen your expertise in payroll systems, compliance, and customer-facing problem solving • Potential pathways into other areas of the business - we’ve seen Customer Services Analysts move into Payroll Technology roles over time, including onboarding teams, data migration, training, client success, and product-focused positions This role builds a strong foundation in payroll, systems, and customer impact - skills that are transferable across multiple teams within the business. Our Application Process We believe hiring should be fair, transparent, and supportive: 1️⃣ Apply online Send your resume and a few details. No long forms. 2️⃣ Initial Interview (plus Online Assessments) • A chat with our Talent team. • Two short assessments: • CCAT (15-minute timed test). • EPP (untimed personality questionnaire). 3️⃣ Technical & Behavioral Interview (MS Teams) A combined technical and behavioral interview with the Associate Director, Customer Services and Director, Managed Payroll Services. This session covers your payroll and payroll tax knowledge, problem-solving approach, communication style, and how you’d work with customers and the wider team. If you have payroll and payroll tax experience and enjoy solving meaningful customer problems, we’d love to hear from you.