OnTheClock

Senior Payroll Support Specialist

OnTheClock

full-time

Posted on:

Location Type: Hybrid

Location: Clinton Township • Missouri • United States

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Salary

💰 $85,000 per year

Job Level

Senior

About the role

  • Support customers with in-depth payroll inquiries, failed payrolls, and time tracking issues, including quarterly and annual tax filings.
  • Provide high-touch, personalized assistance to larger or more complex payroll customers following implementation, ensuring accuracy and confidence.
  • Proactively monitor payroll accounts to ensure they are in good standing, resolve “needs attention” items, and prevent payroll failures.
  • Provide timely, high-quality troubleshooting support across phone, ticket, and chat channels, meeting service-level expectations while resolving platform-related questions and issues.
  • Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage.
  • Participate in product training, releases, and beta testing; surface customer feedback, trends, and recurring issues to the Support Manager to support ongoing product and experience improvements.

Requirements

  • One plus year of customer service experience
  • Three plus years of experience working with a payroll solution within a support-facing role or equivalent
  • Passion for problem-solving and helping support OnTheClock’s customer experience
  • Excellent verbal and written communication skills
  • Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation
  • Comfortable learning technical concepts and documenting steps to reproduce
  • Ability to multitask
  • Experience with Salesforce or Zendesk (CRM) style ticketing systems (preferred)
  • Familiarity with SLA’s and obtaining solutions through knowledge-based articles and help libraries (preferred)
  • De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics (preferred)
Benefits
  • Competitive pay
  • Flextime
  • Hybrid work environment
  • 100% paid health insurance
  • The kitchen is stocked with drinks and snacks
  • Free company lunch every Thursday
  • Paid time off
  • 9 paid holidays
  • $100k life insurance
  • 401K matching retirement plan
  • Short-term disability
  • Long-term disability
  • Continuing education is encouraged with $1,000 per year
  • Blue Cross dental and vision
  • Career growth
  • 4.9-star Glassdoor review
  • 4.8-star product review
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payroll solutiontax filingstroubleshootingticket documentationproblem-solvingmultitaskingde-escalation
Soft Skills
customer servicecommunicationpersonalized assistanceaccountabilityteam contribution