Director of Payroll Customer Services
Referral Jobs (askreferral.io)
full-time
Posted on:
Location Type: Remote
Location: Anywhere in the World
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Salary
💰 $60,400 - $135,900 per year
Job Level
About the role
- 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.
Requirements
- Proven leadership in managing and scaling service operations - ideally in payroll or HR - with a track record of implementing strategies that enhance customer experience. Experience in a global, remote-first organization is preferred.
- Strong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously.
- A kind, proactive leader dedicated to the "dignity of work," fostering a high-performance collaborative culture while removing mundane tasks for your team.
- Though 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. You thrive in fast-paced, international settings.
- Knowledge of relevant software systems and tools used in customer service management.
- It's not required to have experience working remotely, but 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service operations managementcustomer experience enhancementdata analysisroot cause analysisautomationintegrationproject managementperformance metricsKPI managementresource allocation
Soft Skills
leadershipcollaborationcoachingmentorshipproactive mindsetinterpersonal skillsinnovationproblem-solvingcommunicationcultural accountability