Puzzle 🧩🚀

Payroll

• Conduct detailed reviews of employee-level tax data, ensuring proper jurisdiction setup.
• Manage tax registrations and proactively identify tax configuration issues.
• Perform audits of employee tax configurations, including address-based jurisdiction assignments and tax rate validations.
• Review new hire records and address changes to ensure correct tax codes are applied.
• Track registration statuses and prevent disruptions to vendor filings.
• Partner with Payroll Engineers to ensure client payrolls are processed using accurate tax data.
• Support year-end W-2 balancing and reconciliation.

Payroll Tax Engineer

Full-stack Engineer

• Help define and build our quality engineering strategy across UI, API, data, and partner-facing surfaces.
• Improve and extend end-to-end test coverage for high-value workflows, with an emphasis on maintainability, signal quality, and developer confidence.
• Build deeper API-level validation for our GraphQL server and partner-facing REST surfaces, including contract testing, schema validation, regression coverage, and test data strategy.
• Work with product engineers to choose the right level of validation for each problem: unit, integration, API, contract, end-to-end, synthetic monitoring, observability, or exploratory testing when appropriate.
• Use AI and LLM-based tools thoughtfully to accelerate quality work, such as generating test cases, identifying coverage gaps, creating fixtures, analyzing failures, or building internal testing utilities.
• Know when not to use AI. A script, deterministic check, schema validator, or focused test runner is often the better answer.
• Help define what “done” means for features from a quality perspective, without becoming a bottleneck.
• Mentor engineers on writing testable software, designing stable interfaces, and creating systems that are easier to validate.
• Collaborate with engineering, product, customer success, and support to turn real customer workflows and production learnings into better automated coverage.

Senior Software Engineer, Quality Platform

Implementation Specialist

• Own the Full Implementation Lifecycle: Lead customer implementations from kickoff through go-live — managing timelines, aligning stakeholders, and ensuring every customer launches successfully on Puzzle.
• Configure the Platform to Customer Needs: Translate each firm’s accounting workflows into Puzzle — chart of accounts setup, reporting structures, close processes, and operational requirements — so the platform works exactly the way they need it to.
• Manage Data Migration: Own the migration of customer financial data from source systems (ERP, GL, spreadsheets), validate accuracy, and lead testing and reconciliation to ensure nothing is lost in translation.
• Lead Testing and Go-Live Validation: Verify that financial workflows, reporting outputs, and system configurations reconcile accurately before handing customers over to the Customer Success team.
• Be the Primary Customer Contact: Guide customers through onboarding, training, and change management — providing clear, consistent communication and building trust at every stage of the process.
• Identify and Resolve Risks Early: Spot issues across data, processes, or timelines before they become blockers, and partner with Product and Engineering to drive resolution quickly.
• Improve the Playbook: Develop and maintain implementation best practices and documentation as we scale, making each implementation better than the last.

Implementation Manager

Customer Support

• Become a Product Expert: Develop deep expertise in every aspect of the platform — features, workflows, edge cases — so you can resolve issues quickly, provide authoritative guidance, and anticipate what customers need before they ask.
• Provide Technical Customer Support: Be the first responder for customer questions across support channels — how-to questions, configuration guidance, integration troubleshooting, billing inquiries, and data export requests.
• Build and Maintain the Knowledge Base: Turn repeated questions into help articles, document common support patterns, and keep runbooks current as the product ships new features weekly.
• Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly.
• Test Pre-Release Features: Validate new features before they ship to catch issues early and help maintain the reliability our users count on.
• Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering — closing the loop on high-priority incidents and making sure the right teams have the right context.
• Surface Product Signal: Tag issues by theme, spot emerging patterns, and ensure what you're hearing from customers reaches the teams building the product.

Customer Support Specialist

Human Resources

• Under the supervision of the HR Supervisor, the HR Generalist uses knowledge and skills obtained through experience and training to assist in developing, and implementing HR practices, procedures, and solutions for the clients being supported in the assigned region.
• Works with the HR Team to support the execution of human resources plans and practices.
• Perform I-9 compliance and file audits.
• Conduct exit interviews and stay interviews.
• Provide open enrollment support (possible onsite).
• Communication with employees to announce open enrollment.
• Facilitation of a meeting with the client, broker, HR team, and any other relevant internal PuzzleHR service teams.
• Compile EEO-1 reporting.
• Assist with employee onboarding support.
• Next level support after Employee Onboarding Associate Creation of SOP.
• Assist in performing internal client investigations.
• Maintain employee records and information in client systems.
• HRIS familiarity to provide recommendations for HCM projects, working directly with HCM system support.
• Interact directly with clients in the areas of employee relations, compensation administration, benefits, talent acquisition, and organization talent development to support lead HR initiatives.
• Partner with internal service teams to ensure the delivery of services accurately and efficiently.
• Provide input and support for HRSP projects.
• Participate in developing and optimizing client systems and processes.
• Refine knowledge of progressive HR practices and key trends.
• Identify areas for continuous improvement of HR services and processes.
• Maintain current knowledge of legal requirements as well as state and federal regulations that impact human resource functions and ensure policies, procedures, and reporting are in compliance.
• Participate in all department staff meetings and attend other meetings and seminars.
• Perform other duties and responsibilities as assigned.

Human Resource Generalist

Manager

• The Leave of Absence Case Manager oversees and administers employee leave requests and accommodations requiring specialized attention for our clients’ employees.
• You’ll apply your already established skillset and knowledge to administer leave requests arising under FMLA, ADA, state/local laws, Company policies and short- and long-term disability plans.
• You’ll also work in partnership with our clients following all SOPs while providing them and their employees with top-notch service experience.
• You’ll be working with various systems to administer employee leave situations.
• This position works in tandem with internal colleagues across various groups.
• The role may also require working with 3rd party providers as needed to support our clients and their employees.
• End-to-end (from initial request/notice to return-to-work) administration of the leave process including documentation, determining eligibility and accounting for intermittent and reduced-schedule leave.
• Develop and maintain relationships and communications with internal partners, clients, client employees and 3rd parties as required.
• Communicate with employees regarding their needs and available solutions.
• Ensure that employees are aware of their responsibilities and of documentation and notice requirements required in the process of qualifying for and taking leave.
• Advise on the interaction of leave laws with paid-time-off and short-term and long-term disability benefits.
• Facilitate and coordinate all aspects of the leave (all leave types, ADA, etc.) management process for our clients and their employees.
• Maintain complete and accurate records of leave and accommodation requests in accordance with specified legal requirements and best practices.
• Maintain knowledge of all applicable leave and accommodation laws including FMLA, ADA, and state/local laws.
• Ensure that leave and accommodation request records are complete and accurately maintained, which includes adhering to, creating and updating SOPs.
• Timely update Monday.com LOA Board for each client and maintain communications/updates for a real-time leave database.
• Maintain SLAs with response times to employees and clients.
• Coordinate with payroll and benefits teams to provide applicable leave information and tracking.
• Preserve confidentiality of employee medical documentation and files under HIPAA regulations.
• Communicate with internal staff, where appropriate, for escalations or assistance with complex situations.
• Assist or prepare client and employee correspondence.
• Perform other related duties as assigned.

Leave of Absence Case Manager

• Provide operational supervision, development, support, and guidance to the Managed Benefits Team
• Proactively and consistently facilitate clear and effective employee and client communication
• Create and deliver proactive employee training sessions for the team based on client needs and opportunities
• Own, lead, and facilitate collaboration internally and externally to establish client success
• Manage all elements of the internal recruiting and onboarding process for new hires to the Managed Benefits Team
• Support team members in the creation of SOPs for processes and procedures related to managed benefits services and support
• Work in collaboration with the leadership to address service improvements, allocation of resources, and strategic planning
• Own, address, and create action plans for escalations and provide support to team and clients accordingly
• Responsible for recurring supervisory duties including but not limited to employee performance management, recognition and reward, time and attendance tracking, payroll management and approval, and internal employee onboarding and offboarding

HR Operations Supervisor – Benefits

• Partner with producers and GA partners to support insurance quotes, plan comparisons, and client-ready proposals.
• Manage multi-state licensing, including applications, renewals, and ongoing compliance tracking.
• Ensure producers are appropriately onboarded and enabled with required carrier appointments, system access, and operational tools.
• Coordinate and manage carrier appointments and onboarding, maintaining strong and professional relationships.
• Track, project, and reconcile commissions and payment schedules; research and resolve discrepancies as needed.
• Develop, document, and implement standard operating procedures (SOPs) and scalable workflows.
• Identify operational gaps and recommend or implement process improvements to enhance efficiency, accuracy, and growth.

Insurance Operations – Broker Support Specialist

• Provide operational supervision, development, support, and guidance to the Managed Payroll Team.
• Proactively and consistently facilitate clear and effective employee and client communication.
• Create and deliver proactive employee training sessions for the team based on client needs and opportunities.
• Lead and facilitate collaboration internally and externally to establish client success.
• Manage all elements of the internal recruiting and onboarding process for new hires to the Managed Payroll Team.
• Support team members in the creation of SOPs for processes and procedures related to Managed Payroll service and support.
• Work in collaboration with the HR Operations Manager and/or Director of Managed HR Services to address service improvements, allocation of resources, and strategic planning.
• Own, address, and create action plans for complex escalations and provide support to team and clients accordingly.
• Responsible for recurring supervisory duties including but not limited to employee performance management, time and attendance tracking, payroll management and approval, and internal employee onboarding and offboarding.
• Identify and implement process improvements, including the development of additional payroll support services.
• Build and maintain employee client portfolios that align with organizational goals and workload standards.
• Ensure accurate and timely payroll processing across a multi-client portfolio while adhering to internal SLAs and compliance requirements.
• Uphold strong internal controls and maintain audit-ready documentation at all times.
• Foster a culture of accountability, teamwork, and continuous improvement within the Managed Payroll organization.
• Other duties as assigned.

HR Operations Supervisor – Payroll

• Ensure the timely and efficient delivery of service to customers according to agreed upon service level agreements or contracts.
• Allocate and manage resources, including personnel, tools, and equipment, to ensure adequate capacity and effective service delivery.
• Work with sales and internal teams to onboard new clients; build and maintain partner relationships.
• Monitor service performance, track key metrics, and conduct regular service reviews to ensure adherence to quality standards and identify areas for improvement.
• Identify and address service-related problems, conflicts, or bottlenecks, working collaboratively with internal teams and stakeholders to find solutions and mitigate risks.
• Continuously evaluate service delivery processes and workflows, identifying opportunities for optimization, efficiency gains, and cost savings.
• Lead and motivate a team of personnel both located in the U.S. and internationally, providing guidance, coaching, orientation, and performance feedback to enhance productivity and achieve service goals.
• Prepare regular reports and documentation on service delivery performance, including key metrics, customer feedback, and improvement initiatives via Smartsheet and Paylocity.
• Maintain working knowledge of employment laws, regulations, and compliance requirements.
• Develop, update, and communicate guidelines and procedures to promote customer adherence to legal and compliance requirements.