Payroll Operations Support Specialist (Brooklyn, NY)

The Mom Project is excited to support Etsy with their search for a Payroll Operations Support Specialist to join their team on a contract basis.

Position Summary

We are seeking a detail-oriented Payroll Operations Contractor to help our team address a backlog of payroll-related support tickets. This is a project-based role focused on reviewing, organizing, prioritizing, and resolving 500+ outstanding payroll cases while ensuring a high level of customer service and accuracy.

The ideal candidate is proactive, highly organized, and comfortable working independently in a fast-paced environment. They will be responsible for driving tickets from initial assessment through final resolution, coordinating with internal stakeholders and external partners as needed.

Key Responsibilities

• Review and assess a backlog of 500+ payroll support tickets to determine status, urgency, and required next steps.
• Prioritize cases based on business impact, compliance requirements, and employee experience.
• Independently manage assigned tickets from intake through complete resolution, ensuring timely follow-up and thorough documentation.
• Conduct research to identify root causes and determine appropriate corrective actions.
• Communicate professionally with employees, payroll vendors, state and local tax authorities, and other external partners to resolve payroll and tax-related issues.
• Coordinate with internal Payroll, HR, Finance, and other cross-functional teams when additional expertise or approvals are required.
• Maintain accurate records of case progress, communications, and resolutions.
• Escalate complex or high-risk issues appropriately while maintaining ownership of the overall resolution process.
• Identify recurring themes or process improvement opportunities that could help prevent similar issues in the future.

Qualifications

• Experience in payroll operations, payroll administration, or payroll customer support.
• Strong organizational and case management skills with the ability to manage a high volume of work while maintaining accuracy.
• Exceptional attention to detail and commitment to quality.
• Excellent written and verbal communication skills.
• Experience working with external agencies, payroll providers, tax authorities, or similar partners is strongly preferred.
• Ability to independently prioritize work, make sound decisions, and follow through with minimal supervision.
• Comfortable navigating ambiguity and researching issues to determine the appropriate course of action.
• Proficiency with case management systems, ticketing platforms, and standard business applications.

Ideal Candidate

The successful candidate is someone who:

• Takes initiative and proactively moves work forward without waiting for direction.
• Is a self-starter who can quickly understand complex issues and determine appropriate next steps.
• Thrives in highly organized, process-driven work.
• Is exceptionally productive while maintaining a high degree of accuracy.
• Demonstrates persistence and accountability, following issues through to complete resolution.
• Builds trust through responsive communication and strong customer service.
• Enjoys solving problems and bringing order to complex or high-volume workloads.

Hours and Location

• M-F, 40 hours/week
• On-site in Brooklyn, NY

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.