Payroll Customer Experience Manager (US / Pacific hours)

Overview

This role supports US payroll partners and customers through real-time, expert guidance and enablement. The position requires strong US payroll expertise, excellent customer-facing communication, and the ability to build scalable processes and a knowledge base. Work is conducted across Knowledge & Enablement in a fast-paced environment.

Location

• West Coast, USA (must work Pacific business hours)

Responsibilities

• Provide expert-level, day-to-day support for intricate payroll concerns, including diagnosing and resolving payroll-related issues
• Serve as a first point of contact for partner relationships, delivering above-and-beyond support and education
• Collaborate cross-functionally across Knowledge & Enablement to ensure critical partner processes (partner support, onboarding, training, and customer experience) have the knowledge needed for US payroll and the product platform
• Act as a product and payroll subject matter expert, providing guidance on product, payroll, and tax matters
• Support partners in training and mentoring, including designing or leading training sessions and joining live webinars to answer payroll questions
• Audit, iterate, and create scalable customer experience (CX) and payroll operations processes
• Partner with cross-functional teams to improve integrations and workflows, identifying process improvements and system enhancements
• Identify customer experience trends and partner with product and engineering teams to provide product feedback
• Triage non-support questions and route requests to the appropriate teams

Requirements

• 3+ years of US payroll provider experience required in a support capacity
• Customer-facing payroll support experience is a must
• Excellent writing and communication skills; ability to explain complex payroll concepts for both newcomers and experts
• Experience working with AI tools such as GPT, Claude, or others to report insights/data and create accurate support or education material
• Data-driven skills, including manipulating data in Excel and Google Sheets using complex formulas (e.g., VLOOKUP/HLOOKUP, split text to columns, etc.)
• Intentional approach to working in a small startup environment
• Self-motivated and able to work autonomously while thriving in a team environment
• Growth mindset and eagerness to learn
• Strong oral and written communication, including presentation skills
• Comfort with ticketing systems and tracking work
• Strong attention to detail; ability to multitask while producing accurate, high-quality work in a fast-paced environment
• High proficiency with Google Workspace, Slack, Zendesk, Pylon, etc.

Preferred Qualifications

None specified

Compensation & Benefits

Not specified