Change by Degrees

Customer Support

• Lead and manage a team of customer service advisors to ensure the delivery of high-quality service
• Oversee daily operations, coach and mentor team members, and drive performance
• Foster a culture of accountability, collaboration, and continuous learning within the team
• Acquire and transfer knowledge of tools and workflow processes to team members
• Assist in developing and streamlining procedures and implement process changes for efficiencies
• Coach, motivate, and provide feedback to support team performance
• Ensure compliance guidelines are followed and address gaps in knowledge articles
• Monitor, establish, and analyze performance trends to improve outcomes
• Drive escalation processes for potential issues affecting operations and service delivery
• Provide high level of customer service and/or technical support

Customer Support Team Manager

Payroll

• Oversee end-to-end payroll operations for employees in Portugal, ensuring accurate and timely processing in line with local legislation and company policies.
• Supervise and mentor the Payroll team, reviewing their work, providing guidance, and ensuring high standards of accuracy and compliance.
• Liaise with external payroll providers and ensure payroll data is correctly prepared, validated, and submitted.
• Ensure compliance with all statutory requirements, including social security, income tax, absence certs and other local labor laws.
• Manage payroll reconciliations and reporting for Finance, working closely with the CFO to provide insights into payroll-related costs and variances.
• Support audits and internal controls, maintaining up-to-date documentation and process improvements.
• Partner and advise in conjunction with HR on compensation, benefits, and employee lifecycle changes (e.g., onboarding, terminations, promotions).
• Drive continuous process improvement by identifying and implementing efficiencies in payroll processes and systems.
• Stay up to date with changes in payroll legislation and communicate their implications to Finance and HR leadership.

Customer Support Team Manager

Payroll Manager