Overview
This role involves leading a high-performing team within the Customer Success organization, focused on delivering payroll and benefits administration services in the US under a professional services model. The position requires deep expertise in US payroll and benefits, combined with strong operational leadership to ensure accurate, compliant, and scalable service delivery.
Responsibilities
- Own and design end-to-end US payroll and benefits implementation delivery processes
- 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 and benefits operations
- Act as an escalation point for complex payroll and benefits scenarios such as tax discrepancies, retro calculations, and corrections
- Partner with Product, Engineering, and Compliance teams to align payroll and benefits capabilities with regulatory and customer needs
- Support Professional Services, Customer Success, Customer Experience, and Go-To-Market teams with payroll expertise and solution design
- Drive continuous improvement, automation, and standardization of onboarding processes
- Support onboarding and transitions of customers into customer services
- Serve 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 including 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
- 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 and benefits
Compensation & Benefits
- Base salary range: $165,000 - $185,000 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
- Dog-friendly office environment
Location
This is a remote position; however, candidates must reside in one of the following states to be considered for employment: CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA.