Remote Payroll SaaS Support Specialist

Points North; United States; Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Retirement savings

Generous PTO

Growth opportunities

Flexible/Hybrid work

Job summary

Points North is seeking a Client Support Specialist to help clients navigate payroll and compliance reporting. You will join the front-line support team, expand time-zone coverage to the Pacific coast, and work remotely or in a hybrid setup.

You will troubleshoot the SaaS certified payroll products, liaise with SMEs, and escalate product enhancements or bugs. Strong communication, empathy, and detail orientation are essential for success.

Qualifications

• 3+ years in customer support or service.
• 1+ year supporting a proprietary product or service.
• Experience in payroll, prevailing wage, or related fields preferred.
• Willingness to work Pacific Time hours (8:00am–5:00pm PT).
• Experience with API integrations is a plus.

Responsibilities

• Assist clients by phone, email, and Teams.
• Identify issues in Points North’s SaaS products.
• Troubleshoot integrations with third-party payroll/timekeeping systems.
• Resolve a range of issues from minutes to hours.
• Document and track requests in the ticketing system.

Skills

Customer support

SaaS knowledge

API integration

Troubleshooting

Time management

Remote work

Tools

HubSpot

Microsoft Office

Job description

Points North is seeking a Client Support Specialist to help clients navigate payroll and compliance reporting. You will join the front-line support team, expand time-zone coverage to the Pacific coast, and work remotely or in a hybrid setup.

You will troubleshoot the SaaS certified payroll products, liaise with SMEs, and escalate product enhancements or bugs. Strong communication, empathy, and detail orientation are essential for success.