Director of Payroll Customer Services

58 minutes ago
Full-time
Executive
Customer and Technical Support
Remote

Remote

Global HR Solutions & Employment Tools for Distributed Teams | Remote Hire international talent in minutes. Remote is the most disruptive global payroll, tax, HR and compliance solution for distributed teams. The easier way to employ internationally 🌍....

Professional Services
251-1K
Founded 2019
$496M raised

Description

  • Define and execute the global strategic vision for the payroll client service experience.
  • Design and lead a 24/7 service model that meets or exceeds SLAs and key service metrics.
  • Drive innovation and transformation in global payroll support services.
  • Collaborate with Payroll Operations, Compliance, Legal, Tax, Implementation, and other stakeholders to ensure integrated service delivery.
  • Automate manual touchpoints and upskill the team to improve operational efficiency.
  • Partner with Product and Engineering to turn customer friction into product requirements and self-service improvements.
  • Lead, coach, and scale a global management team while building a culture of accountability.
  • Manage complex customer escalations and perform root cause analysis to prevent recurring issues.
  • Support Sales and Customer Experience by providing payroll collateral and joining prospect meetings.

Requirements

  • Proven leadership experience managing and scaling service operations, ideally in payroll or HR.
  • Track record of improving customer experience through service strategy implementation.
  • Experience in a global, remote-first organization is preferred.
  • Strong analytical skills with the ability to use data to drive decisions and manage complex escalations.
  • Ability to oversee multiple high-priority projects simultaneously.
  • Kind, proactive leadership style focused on collaboration and removing repetitive work for the team.
  • Strong experience using automation and integrations to reduce manual workload and improve efficiency.
  • Fluent English with exceptional interpersonal skills to influence global stakeholders.
  • Experience with relevant customer service management software systems and tools.
  • Remote work experience is a plus.

Benefits

  • Annual salary range of $60,400 to $135,900 USD.
  • Equity compensation.
  • Work from anywhere.
  • Flexible paid time off.
  • Flexible working hours with an async culture.
  • 16 weeks of paid parental leave.
  • Mental health support services.
  • Learning budget, home office budget, and IT equipment support.

Interested in this position?

Apply directly on the company website

Apply Now

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