Director of Payroll Customer Services

Role Overview

• 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