Director of Payroll Customer Services

New

RemoteHR Platform

Anywhere in the worldFull-TimeDirector

Salary60,400 - 135,900 USD per year

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Job Details

Languages: English

Requirements

Proven leadership in managing and scaling service operations
Track record of implementing strategies that enhance customer experience (ideally in payroll or HR)
Strong analytical mindset with the ability to use data to drive decisions
Ability to manage complex escalations and oversee high-priority projects simultaneously
Proactive leader dedicated to fostering a high-performance collaborative culture
Thought leader in using automation and integrations to reduce manual workload and drive efficiency
Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations
Fluent in English with exceptional interpersonal skills to influence stakeholders globally
Knowledge of relevant software systems and tools used in customer service management
Experience in a global, remote-first organization (preferred)

Responsibilities

Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion.
Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs - including CSAT, response, and resolution times - by optimizing resource allocation and delivery channels while ensuring continuous first-line support.
Act as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services.
Foster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment.
Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies.
Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features.
Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability.
Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures.
Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.

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