Overview
A growing HR technology organization is seeking a Team Lead for their US Customer Experience (CX) payroll and benefits team. This leadership role involves managing high-performing teams that deliver payroll and benefits administration services within a managed services model. The position requires deep expertise in US payroll and benefits, operational leadership skills, and the ability to collaborate cross-functionally to enhance service delivery.
Responsibilities
- Own and design end-to-end US payroll service delivery processes within a managed services framework
- Ensure compliance with US payroll regulations including IRS reporting, multi-state taxation, and statutory requirements
- Define and monitor SLAs, KPIs, and quality standards across payroll operations
- Serve as an escalation point for complex payroll scenarios such as tax discrepancies, retroactive calculations, and corrections
- Partner with Product, Engineering, and Compliance teams to align payroll capabilities with regulatory and customer needs
- Support Customer Experience and Go-To-Market teams with payroll expertise and solution design
- Drive continuous improvement, automation, and standardization of payroll processes
- Support onboarding and transitions of customers into Managed Services
- Act as a trusted advisor internally on payroll best practices and optimization
- Design and launch new value-added services to the US payroll market
Requirements
- Expert knowledge of US payroll including federal, state, and multi-state compliance, tax filings, and statutory requirements
- Strong knowledge of US benefits administration covering health, retirement, deductions, and integrations
- Proven experience leading customer support or managed services teams in a payroll environment
- Hands-on experience with Zendesk or similar CRM/support platforms, including reporting and workflow optimization
- Strong understanding of Customer Experience KPIs such as CSAT, SLAs, FCR, AHT, backlog, and resolution time, with ability to drive performance
- Experience working in a payroll bureau or managed services environment
- Demonstrated ability to operate effectively in fast-paced, scaling environments
- Experience partnering with Product and Engineering teams to influence roadmap and deliver customer-centric solutions
- Strong operational leadership skills including workforce planning, capacity modeling, and performance management
- Excellent stakeholder management and communication skills
- Data-driven mindset with strong analytical and problem-solving capabilities
Preferred Qualifications
- Experience designing and launching new payroll services
- Background in compliance and regulatory alignment within payroll operations
Compensation & Benefits
- Base salary range: $110,000 - $142,000 per year
- Equity in a high-growth HR tech SaaS company
- 401(k) plan with 3% company match starting Day 1
- $2,500 employee referral bonus
- Medical, dental, and vision coverage from day one
- $1,920 annual wellness stipend
- Annual Headspace membership and expanded wellness benefits
- Hybrid working model for employees in the NY metro area
- Temporary work-from-anywhere option for up to 2 months per year (after 6 months)
- Generous paid time off and company holidays
- Four additional "Balance Days" per year for extended weekends
- Birthday off plus a special gift
- Home office allowance
- Two paid Social Impact days annually
- Frequent team and company social events (in-person and virtual)
Location
This is a remote position. Candidates must reside in one of the following states to be considered for employment: California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Minnesota, North Carolina, New Hampshire, New Jersey, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington.