Manager, Payroll Client Services

Summary

Join Remote and make a personal difference in the global employment space as a Manager, Payroll Client Services. You will be responsible for addressing all potential companies and employees' issues related to Payroll, providing the best end-to-end customer experience. Working closely with clients and several teams, you will manage a team of Payroll Client Services Specialists, act as an escalation point of contact for payroll questions, and collaborate with other teams to provide best-in-class support. You will also contribute to improving operational efficiency, drive training and development, and manage relationships with service providers. This is a fully remote position with a competitive salary and benefits package, offering flexible working hours and paid parental leave.

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