Payroll Support Specialist & Customer Success — Equity

Freedom; New York (NY); On-site; USD 70,000 - 115,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k)

Equity

Job summary

Freedom is seeking a dedicated payroll customer support specialist in New York City to own the frontline for a book of founder-led clients. You’ll handle payroll, onboarding, and benefits questions, run migrations, and resolve issues end-to-end.

As a hands-on contributor, you’ll build playbooks, write help content, and collaborate with the founder and engineers to ship fixes. Equity and comprehensive benefits accompany a fast-growing, AI-native payroll platform.

Qualifications

• Payroll customer support experience at a company like Gusto, Justworks, Rippling, Deel, ADP, Namely, TriNet or Paychex.
• Strong, empathetic communication with stressed founders and business owners.
• Product thinker with instincts to improve software and AI-assisted support.
• Based in New York City and able to be in the office.

Responsibilities

• Own inbound support across chat, email, phone, and Slack.
• Be the point person for payroll, onboarding, migrations, and benefits.
• Run new-customer onboarding and payroll migrations from other providers.
• Diagnose, fix, communicate, and follow up; escalate to engineering when needed.
• Build the support content: help articles, saved replies, and runbooks.
• Be the voice of the customer inside the company and flag product gaps.
• Help define what great support looks like here.

Skills

Payroll customer support experience

Customer relations

Job description

Freedom is seeking a dedicated payroll customer support specialist in New York City to own the frontline for a book of founder-led clients. You’ll handle payroll, onboarding, and benefits questions, run migrations, and resolve issues end-to-end.

As a hands-on contributor, you’ll build playbooks, write help content, and collaborate with the founder and engineers to ship fixes. Equity and comprehensive benefits accompany a fast-growing, AI-native payroll platform.