Director of Payroll Customer Services

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

What the job involves

• The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world-class support and customer service for both internal teams and external customers
• In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end-to-end payroll services process, delivering high-quality, compliant, and efficient payroll services across all regions
• The Director will also be responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing the service offerings to meet evolving client needs
• You will be reporting to the VP of Customer Experience
• 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
• You’ll report to: VP of Customer Experience
• Team: Customer Experience

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