💼 About This Role

You'll lead the global payroll services team to deliver world-class support and customer service for internal teams and external customers. You'll define the strategic vision for the services vertical and scale the team to support business growth. This role reports to the VP of Customer Experience in a fully remote organization.

🎯 What You'll Do

• Define and execute global strategic vision for payroll client service experience
• Design and lead a high-performance, 24/7 service model exceeding SLAs and KPIs
• Drive cross-functional collaboration with Payroll, Compliance, Legal, Tax, and Implementation teams
• Maximize operational efficiency by automating manual touchpoints and upskilling team
• Manage complex customer escalations and perform root cause analysis

📋 Requirements

• Proven leadership in managing and scaling service operations, ideally in payroll or HR
• Experience in a global, remote-first organization is preferred
• Strong analytical mindset with ability to use data to drive decisions and manage escalations
• Fluent in English with exceptional interpersonal skills to influence stakeholders globally

✨ Nice to Have

• Experience working remotely
• Knowledge of relevant customer service management software systems and tools

🎁 Benefits & Perks

• 🏖️ Fully remote work from anywhere in the world
• 💰 Competitive salary and equity
• 🌍 International exposure and collaboration with global teams
• 📈 Career growth and development opportunities
• 🏥 Comprehensive benefits per location

📨 Hiring Process

Estimated timeline: 4-6 weeks

1. 1Recruiter interview· 45 min
2. 2Interview with future manager· 60 min
3. 3Interview with team members (no managers present)· 45 min
4. 4Interview with COO· 45 min
5. 5Bar Raiser interview· 60 min
6. 6Prior employment verification check· 15 min