Payroll Tax Manager II

About Toast

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A Day in the Life

As a Payroll Tax Manager II, you will actively manage a team of agents for the Payroll Tax campaign. You are responsible for the productivity and well-being of the Customer Care Tax Team, while improving customer outcomes and ensuring key performance indicators and service level agreements are met. You will work closely with cross-functional teams including Tax Operations, Restaurant Success, Sales, Onboarding, Enablement, and R&D to establish effective processes and support guidelines.

What You'll Do (Responsibilities)

• Educate, manage, train, coach, and mentor a team of 10-12 experts.
• Evaluate employee performance and monitor customer outcomes and KPIs.
• Provide coaching and feedback via Quality Assurance and one-on-one sessions.
• Train team members on process, technical troubleshooting, and product knowledge.
• Audit workflow efficiency and identify process improvement opportunities.
• Assist agents with challenging customer interactions and escalations.
• Ensure service level agreements for tax-related cases are met.
• Offer subject matter expertise on payroll tax filing and recovery processes.
• Monitor regulatory changes and communicate updates internally and externally.

What You'll Need To Thrive (Requirements)

• 2+ years in the Payroll/Tax field or related role.
• 3+ years managing and coaching teams.
• 4+ years in a customer satisfaction focused role.
• Strong communication, interpersonal, and analytical skills.
• Experience handling escalated customer issues and working with tax authorities.
• Proficiency in filing payroll tax returns and using Microsoft Excel.
• Experience in a payroll service provider environment is a plus.

Nice to Have

• Experience with MasterTax.
• FPC or CPP Certification.

AI, Total Rewards & Culture

At Toast, our culture values learning and innovation. We leverage AI tools to streamline our hiring process and focus on candidate conversations. Our total rewards philosophy includes competitive compensation, comprehensive benefits, and opportunities for growth in a diverse and inclusive environment. We operate with a hybrid work model to foster in-person collaboration while meeting individual needs.

Apply Today!

If you require accommodations during the hiring process, please contact candidateaccommodations@toasttab.com.

Key skills/competency

• payroll
• tax
• management
• coaching
• customer care
• regulatory compliance
• analytical
• Microsoft Excel
• process improvement
• team leadership