[Hiring] Customer Success Representative (CSR) – Payroll Support REMOTE USA
Position: Customer Success Representative (CSR) – Payroll Support
Date Posted: April 27, 2026
Industry: SaaS / Security Software / Customer Support
Employment Type: Full Time
Experience: Experience in Customer Support or B2B SaaS Support Role (Payroll Experience Required)
Qualification: Bachelor’s Degree in Business, IT, Communications, or Related Field (Preferred)
Salary: Competitive Salary + Equity (Based on Experience)
Location: United States (Remote / West Coast Hours Preferred)
Company: Belfry
Description:
Belfry is a fast-growing, venture-backed SaaS company based in New York City, focused on modernizing operations within the $50B security services industry. The company is building an advanced operating system designed to improve workforce management, payroll processes, and overall efficiency for security service providers.
The organization is seeking a proactive and customer-focused Customer Success Representative with strong payroll knowledge to support clients using the Belfry platform. This role is critical in ensuring customer satisfaction, retention, and long-term platform success by providing timely technical assistance and expert guidance.
Key Responsibilities:
• Manage inbound support tickets and resolve customer issues within defined SLAs
• Troubleshoot platform-related problems and provide accurate technical assistance
• Support customers with payroll and workforce management features
• Deliver training sessions and guidance to help clients effectively use the platform
• Contribute to the development of FAQs, help guides, and internal knowledge resources
• Identify recurring issues and escalate critical technical or product concerns
• Collaborate with product and engineering teams to improve platform functionality
• Act as a customer advocate by collecting feedback and sharing insights for improvement
• Help refine support processes to improve efficiency and scalability
Requirements:
• Experience in customer support or B2B SaaS environment
• Payroll experience using or supporting systems such as ADP, Gusto, Rippling, Paychex, or QuickBooks
• Strong troubleshooting, research, and problem-solving abilities
• Ability to explain technical concepts in a simple and user-friendly manner
• Excellent communication, empathy, and de-escalation skills
• Highly organized with strong attention to detail and multitasking ability
• Self-driven with ownership mindset and startup adaptability
• Comfortable working in collaborative, fast-paced environments
Nice to Have:
• Data analysis skills
• Experience with Zendesk or similar support tools
• Prior startup experience (Series A or Series B stage companies)
• Availability to work West Coast U.S. business hours
What We Offer:
• Competitive salary with equity participation
• Fully covered health, dental, and vision insurance
• Unlimited PTO + paid holidays
• High-growth startup environment with strong career advancement opportunities
• Collaborative and experienced team culture
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