Payroll Tax Support Specialist

FSO Canada; Canada; Remote; CAD 68,000 - 83,000; Full time

Benefits offered by this job

Remote-first flexibility

Health benefits

Job summary

Opensity Solutions is a leading tech-enabled managed services firm supporting U.S. payroll for 5,000–10,000 employees. The Payroll Tax Support Specialist is the first contact for payroll questions, owns the payroll mailbox, and resolves tier-1 cases with fast, accurate responses and clean escalations.

The role requires 3+ years in payroll or HR shared services, strong U.S. tax knowledge, and experience with Workday and ticketing tools. Remote-first flexibility is offered.

Qualifications

• 3+ years in payroll, HR shared services, or employee-support role.
• Understanding of U.S. payroll concepts (gross-to-net, taxes, deductions).
• Workday and ticketing tools is preferred.

Responsibilities

• Monitor payroll mailbox and ticketing portal within SLA.
• Resolve tier-1 cases: pay, deductions, taxes, direct deposit.
• Log, track and categorize cases; update queue.
• Produce pay statements, W-2 reprints, and VOEs.
• Assist in registration of new states/localities with Tax Agencies.
• Draft clear, on-brand employee communications on payroll matters.
• Escalate complex tax/processing issues with context.
• Maintain FAQs, templates, and a knowledge base.

Skills

Written English

Empathy

Discretion

Tools

Workday

Ticketing tools

Job description

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services. Our Mission: Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Position summary.

Payroll Tax Support Specialist Reports to: Payroll Tax & Operations Manager (Tax & Operations pillar)

First point of contact for employee payroll questions across a single consolidated, U.S. multi-state operation of 5,000–10,000 employees on Workday. Owns the payroll mailbox and tier-1 case resolution — delivering fast, accurate, and empathetic responses, and clean escalations for anything complex.

Key Responsibilities

• Monitor and respond to the payroll mailbox and ticketing portal within SLA requirements
• Resolve tier-1 cases: pay, deductions, taxes, direct deposit
• Log, track, and categorize cases; keep the queue current
• Produce pay statements, W-2 reprints, and verification (VOE) requests
• Assist in registration of new states, localities and closing entities with Tax Agencies.
• Draft clear, on-brand employee communications on payroll matters
• Escalate complex tax / processing issues to the right owner with context
• Maintain FAQs, templates, and a knowledge base for common questions.
• Support year-end and open-enrollment inquiry spikes
• Support Processing Team during bi-weekly payroll schedule.

Qualifications

• Experience: 3+ yrs payroll, HR shared services, or employee-support role; beginner to intermediate US tax compliance knowledge base.
• Knowledge: U.S. payroll concepts — gross-to-net, taxes, deductions
• Systems: Workday and ticketing / case tools preferred
• Attributes: excellent written English, empathy, and discretion
• Language: fluent English; consistent overlap with U.S. business hours

Success Measures & Compensation

Measured on

• Response & resolution SLA attainment
• First-contact resolution %
• Employee satisfaction (CSAT)
• Escalation quality / completeness

Level: individual contributor

What We Offer

• Comprehensive health and wellness benefits.

Compensation ~ CAD $75,000 per annum Remote-first flexibility.

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.

Respect We believe in treating everyone with dignity, kindness, and empathy. We foster an inclusive culture where diverse perspectives are valued, and mutual respect is the cornerstone of our interactions.

Accountability We take ownership of our actions and decisions, acknowledging their impact on our team, the organization, and our clients. We strive for transparency and follow through on our commitments, fostering trust and reliability within our community.

Collaboration We understand that working together yields the best results and that our parts are better together. We actively promote teamwork, open communication, and the sharing of ideas. By embracing diverse talents and perspectives, we create a supportive and innovative environment that encourages collective growth and empowerment.

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