Referral Jobs (askreferral.io)

Customer Support

• 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.

Director of Payroll Customer Services

Payroll

• The Payroll team will report to you and you will provide them with guidance and mentorship.
• The Manager, Payroll Operations will own the complete payroll function, ensuring payroll is processed on time, accurately, and in compliance with country specific government regulations.
• Serve as a point of contact between internal and external stakeholders on all payroll related matters.
• Lead the Payroll team, unblock and support them.
• Be up to date with various international payroll laws / regulations.
• Ensure compliance with all corporate and country-specific regulations, policies and procedures.
• Manages existing relationships with payroll, accounting and payroll service providers.
• Develop and implement best practices, key performance indicators and SLA metrics for the team.

Manager, Payroll Operations

• Act as a true subject matter expert for the country
• Manage existing relationships with key stakeholder within Payroll Implementation, Finance, Product, Engineers.
• Process full end to end payroll in-house, statutory filing requirements, exceptions, approvals, payments and compliance.
• Ensure full data integrity and quality
• Accounting/reconciliations
• Focus on KPIs and SLAs
• Implement and improve processes
• Mentor and support payroll specialists
• Back up regional managers during times of absence

Payroll Specialist – Lead

• Develop deep understanding and expertise for Remote Payroll and HR product(s) and services
• Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
• Own client retention & expansion, within payroll product and services.
• Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s).
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
• Work closely with the Payroll, Product and Sales team to help ensure the right expectations are set for payroll customers.
• Educate and train customers on key payroll information and processes to set them up for success.
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.

Senior Payroll Customer Success Manager

Customer Success Manager

• Manage the entire customer journey, fostering long-term partnerships.
• Set and achieve Success Plans with your customers on a regular basis.
• Deliver business reviews in partnership with our sales team.
• Collaborate with Sales on customer expectations.
• Identify and leverage upselling and cross-selling opportunities.
• Share customer feedback to improve team processes.
• Act as a trusted advisor on product functionality.
• Ensure high-quality service delivery.
• Educate and train customers on product use.
• Monitor customer health to prevent churn and manage escalations.

Customer Success Manager, MM/ENT

Account Manager

• Vendor Evaluation: Lead the evaluation and selection of vendors, aligning with strategic business goals.
• Project Leadership: Oversee project timelines and deliverables, ensuring successful execution.
• Performance Metrics: Develop and monitor KPIs to assess vendor performance and service quality.
• Cost Optimization: Implement solutions to reduce costs and improve vendor service efficiency.
• Technology Integration: Support the integration of technology solutions to enhance vendor management processes.

Payroll Vendor Relationship Manager – APAC/EMEA

• Act as a true subject matter expert for the Italy region
• Attend Sales calls as the Country Payroll Lead
• Participate in Sales hand-over, lead client hand-over and client kick-off calls
• Lead the planning, execution, and monitoring of global payroll implementation projects, ensuring timely delivery
• Lead the process from inception through to Parallel runs and the first month of ‘Live’ payroll before handing over to Payroll Operations
• Ensure that there is a record of all decisions that were taken throughout the implementation process and ensure Payroll Operations have full visibility including any Standard Operating Procedures that they will require to fulfil ‘Business As Usual’
• Develop and maintain detailed project plans & timelines.
• Serve as the primary point of contact for the team for all stakeholders involved in the implementation process, including internal teams & customers.
• Develop and implement standardised payroll processes, project plans and procedures to ensure consistency and efficiency.
• Provide ongoing support during and after the implementation to resolve any issues or challenges.
• Support the wider implementation team (including Payroll Generalist) and ops team.
• Have a focus on KPIs and SLAs.
• Skilled in implementing and improving processes.
• Ability to mentor, support and lead our Payroll Generalists who will be working alongside you.
• Working with internal teams to improve our platform, completing UAT testing through to shipping. Ensuring all changes are documented.

Payroll Lead

People Operations

• Act as the primary advisor to leadership within your assigned departments; provide expert consultancy on organizational health, complex leadership transitions, and performance strategy to align functional goals with Remote’s commercial objectives.
• Lead the design and iteration of global people programs while providing strategic review for broader people team projects to ensure they are scalable and high-impact.
• Independently own and resolve high-complexity employee relations issues, while ensuring a positive, values-aligned experience.
• Lead the adoption of AI and automation tools across the People Partnering function to increase collective efficiency and remove friction
• Analyze people data and trends to contribute to decisions on strategy and programs, translating data into long-term strategy and making recommendations to leadership
• Influence and iterate on our high-performance culture by translating feedback into actionable strategies, modeling a growth mindset during periods of ambiguity.
• Act as an ambassador and contributor to Remote's Handbook, ensuring our processes remain transparent, automated, and a strategic asset
• 70-80% of time is dedicated to functional business units, while 20-30% of time is assigned to priority projects.

People Partner

Recruitment

• Manage, coach, develop and motivate a team of Recruiters and a Sourcer.
• Conduct regular 1:1 meetings with the members of the Talent Acquisition team
• Complete ownership of hiring metrics and pipelines within your business areas. You’ll be digging into the why’s behind data trends and proposing concrete solutions to senior leadership to influence hiring strategy
• Shape the vision and long-term strategy of the Talent Acquisition function at Remote in close partnership with the Director of Talent Acquisition and other People leadership team members
• Collaborate closely with the Hiring Leaders to ensure that the team meets hiring targets and provides a great hiring experience
• Remove operational roadblocks in collaboration with the Director of Talent Acquisition and other People leaders
• Drive innovation and be keen to explore and assess new processes, programs, and tools when needed
• Work closely with stakeholders in the wider People team, e.g. Total Rewards, People Transformation, Talent Management, and People Business Partners
• Identify, design and oversee high-impact TA projects. You’ll proactively improve and initiate creative and scalable changes to our existing recruiting strategy
• Act as an advocate for global diversity, remote working and values, as well as ensuring our values are experienced throughout the hiring process.

Talent Acquisition Manager

Human Resources

• Product Strategy: Developing and executing a cohesive product strategy for your product area, aligned with the company's overall vision, goals, and market demands.
• Team Leadership: Managing and mentoring a team of product managers to achieve team goals, while fostering a collaborative and innovative work environment across all of Product.
• Cross-functional & Inter-departmental Collaboration: Collaborating with other product areas, business leaders, engineering, design, marketing, sales, legal, finance, operations and more to prioritize, design and build the best product experiences and outcomes for our customers
• Product(s) Performance: Monitoring product performance and KPIs (Key Performance Indicators) for your product area to identify areas of innovation and improvement
• Product Evangelism: Actively promoting and advocating for your product area both internally and externally, including presenting to stakeholders, customers, and industry events.

Group Product Manager, HR Core

• Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
• Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion.
• Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients.
• Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success plan.
• Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success.
• Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
• Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
• Coordinate small customer projects.
• Maintain knowledge of market trends and competitive insights and act as Remote evangelist with customers, partners, and ecosystem communities.
• Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing.
• Experience working in a global organization and start-up environment is preferred, but not required.
• It's not required to have experience working remotely, but considered a plus.

Senior Customer Success Manager – MM/Ent

Customer Success Manager – MM/ENT, APAC

• Lead, coach, and mentor the Global Payroll Implementation team — fostering a culture of trust, accountability, and excellence.
• Support the professional growth of team members, identifying development opportunities and promoting collaboration across regions.
• Act as a strategic escalation point for complex implementation issues and ensure timely, effective resolution.
• Own the delivery of global payroll implementation projects, ensuring timelines, quality, and compliance standards are consistently met.
• Monitor progress against KPIs and SLAs, identifying risks early and implementing corrective actions.
• Support team leads and specialists with issue resolution, prioritisation, and workload balancing across multiple projects.
• Ensure smooth transitions between Sales handover, Implementation, and Payroll Operations phases.
• Standardise and continuously improve global payroll implementation processes, tools, and documentation.
• Partner with cross-functional teams (Product, Payroll Ops, Legal, Customer Success) to enhance workflows, automation, and system integrations.
• Lead or support user acceptance testing (UAT), process validations, and change management initiatives for platform or procedural updates.
• Ensure that implementation documentation, SOPs, and audit trails are accurate, complete, and easily accessible to operational teams.
• Serve as the primary point of contact for key internal stakeholders, ensuring visibility into implementation progress, risks, and performance metrics.
• Collaborate closely with Sales and Customer Success to align implementation readiness and set realistic client expectations.
• Represent the implementation function in internal initiatives, contributing insights to shape global payroll strategy and operational excellence.

Manager, Global Payroll Implementation

• Responsible for solving tickets per week across various Remote verticals
• Maintain productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy.
• Respond within agreed Service Level time to standard tickets via email and live messaging across all verticals
• Work in close collaboration with the Customer Success, cross-vertical operational teams and Sales.
• You’ll be the voice and the ear for our users

Customer Care Associate

Solutions Engineer

• Partner closely with Account Executives across SMB, Mid-Market, and Enterprise segments to understand and address customer business goals.
• Lead consultative engagements with prospective customers, focusing on articulating the specific ROI and value of Remote’s multiple product offerings.
• Develop a deep, understanding of Remote's product offerings, reaching a state of technical mastery that allows for seamless, customer-centric demonstrations.
• Act as a trusted advisor and thought leader, providing nuanced recommendations that shape how customers view distributed employment.
• Partner with internal cross-functional teams including Product and Marketing to provide market feedback and ensure a successful implementation of solutions.
• Keep up to date with HR and global payroll industry trends and challenges to provide strategic thought leadership that positions Remote effectively against competitors.