Manager, Payroll Client Services

Summary

Join Remote as a Manager, Payroll Client Services and make a difference in the global employment space. You will provide the best end-to-end customer experience by addressing companies' and employees' payroll issues. Working closely with clients and various teams, you will manage a team of Payroll Client Services Specialists, act as an escalation point for payroll questions, and collaborate with other teams to provide support. You will also contribute to improving operational efficiency, drive training and development, and manage relationships with service providers. This fully remote position offers a competitive salary and benefits package, including flexible paid time off, flexible working hours, and 16 weeks of paid parental leave. Remote embraces AI while prioritizing human creativity and authenticity.

Requirements

• Experience in payroll customer care team management or equivalent amount of experience
• Strong experience in a customer-facing role
• Problem-solving abilities with great communications skills
• Ability to adapt to a fast-paced, international work environment with a passion for making an impact
• Is a productivity geek and will constantly think of ways to improve and speed up their work
• You understand the need and ideal to work largely asynchronously
• You write and speak fluent English

Responsibilities

• Manage and provide direction to a team of Payroll Client Services Specialists ensuring effective service delivery and continuous improvement
• Act as an escalation point of contact for all questions related to employees payroll runs
• Provide companies and employees support on all Payroll related questions and address their potential issues
• Manage complex customer escalations and bring them to resolution
• Collaborate closely with Customer experience, Payroll Operations, Benefits, Tax and Finance teams to provide best in-class support to our clients and ensure answers are provided within strict SLAs
• Collaborate with the Payroll leadership team to support the strategic direction and alignment with company goals
• Contribute to the identification and implementation of opportunities to improve operational efficiency
• Drive training and development sessions to increase payroll knowledge and improve user experience
• Manage existing relationships with payroll, accounting and benefits service providers
• Maintain up-to-date knowledge and documentation on payroll processes, contributing to FAQs and other learning materials

Preferred Qualifications

• Deep understanding of local legislation in one or more countries
• It's not required to have experience working remotely, but is considered a plus

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces