Payroll Specialist

ABOUT ARKETA Arketa is building the operating system for modern fitness and wellness. Our mission is to make wellness more accessible by empowering studios and wellness entrepreneurs to grow beyond in-person classes. We provide a powerful, all-in-one platform to manage and scale hybrid wellness businesses, whether online, in-person, or both. With Arketa, studios can manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, run automated marketing, and launch fully branded apps and websites. We make it simple for founders to deliver a seamless, professional experience across every customer touchpoint. We've raised $15M in Series A funding and are growing quickly. It's a unique moment to join us. We're building a category-defining company in a fast-moving space, and we're looking for a leader who is excited to help shape what world-class partner support looks like in the wellness category. ABOUT THE ROLE: We’re hiring our first Payroll Specialist to help build and scale payroll onboarding and support at Arketa. This is a unique opportunity to join at the ground floor of a new product area and play a critical role in shaping the customer experience from day one. You’ll work across onboarding, implementation, and ongoing support, helping customers successfully adopt payroll while navigating the complexity that comes with a fast-moving, early-stage environment. This role is ideal for someone with strong payroll expertise who enjoys solving messy problems, building processes as they go, and creating a better experience for customers over time. WHAT YOU'LL DO: CUSTOMER ONBOARDING - Guide customers through the setup and onboarding of Arketa Payroll. - Help customers collect and enter payroll, tax, banking, and employee information. - Support customers migrating from another payroll provider. - Ensure customers are prepared to successfully run their first payroll. - Coordinate with our payroll partner and internal teams to resolve onboarding issues. CUSTOMER SUPPORT - Answer customer questions related to payroll, taxes, employee setup, deductions, direct deposit, and payroll processing. - Troubleshoot product and payroll issues through email, chat, and video calls when needed. - Own customer issues from initial contact through resolution. - Escalate complex payroll or technical issues to the appropriate internal teams or Check. - Clearly explain payroll concepts in language customers can understand. CONTINUOUS IMPROVEMENT - Identify recurring customer pain points and recommend improvements. - Help create Help Center articles, internal documentation, and support playbooks. - Share customer feedback with Product and Engineering to improve the payroll experience. - Continue building your payroll knowledge and stay current on product enhancements. WHAT SUCCESS LOOKS LIKE: Within your first year, you will: - Successfully onboard customers to Arketa Payroll and help them complete their first payroll with confidence. - Deliver a high-quality support experience with timely, accurate responses. - Become a trusted payroll resource for both customers and internal teams. - Identify opportunities to improve onboarding, support processes, and the overall customer experience. - Contribute to building a scalable payroll support function as Arketa grows. WHAT WE'RE LOOKING FOR: - 2+ years of experience supporting payroll, HR, accounting, or SaaS customers. - Experience working with payroll software such as Gusto, Paychex, ADP, Rippling, Homebase, QuickBooks Payroll, or similar platforms is preferred. - Knowledge of payroll fundamentals, including employee setup, payroll schedules, taxes, deductions, and year-end forms. - Strong customer service and communication skills. - Excellent attention to detail and organizational skills. - Ability to manage multiple customer conversations and priorities simultaneously. - Comfortable learning new technology and working across multiple systems. - Curious, proactive, and eager…