Specialist, Payroll Client Services

Overview

This role involves providing Tier 1 customer support for payroll products. The Specialist, Payroll Client Services independently resolves customer payroll queries and moderately complex discrepancies across assigned payroll products, processes, and supported countries.

Working within a dedicated-country or pooled regional delivery team, you will manage your own cases with minimal guidance, collaborate with cross-functional partners, and contribute practical improvements to documentation and workflows. You may also be assigned as a named Backup Specialist for an assigned country or pooled-country pod to help maintain continuity during absences and periods of increased demand.

Working Pattern

• Fixed shift worked at set times each day (async working does not apply to the shift)
• Sunday to Thursday

Responsibilities

Payroll Support & Issue Resolution

• Independently resolve routine and moderately complex payroll queries and discrepancies across assigned products, workflows, and supported countries.
• Diagnose root causes using system data, process documentation, payroll knowledge, and information provided by customers.
• Maintain strong working knowledge of assigned payroll products, processes, and country requirements.
• Manage your queue effectively to keep cases moving and reduce preventable ageing or gaps in communication.
• Escalate complex, ambiguous, high-risk, or systemic issues with clear context, supporting evidence, and a summary of troubleshooting completed.

Customer Communication

• Handle sensitive payroll requests with clarity, care, and professionalism.
• Explain payroll processes and resolutions clearly, anticipating follow-up questions and providing complete answers.
• Set realistic expectations and proactively communicate progress, dependencies, and next steps.
• Provide timely updates through supported channels in line with service-level expectations.

Cross-Functional Collaboration

• Partner with Payroll Operations, Product, Compliance, and other teams to investigate and resolve customer issues.
• Share accurate, complete information during escalations and investigations.
• Coordinate internal actions and customer expectations to support smooth payroll delivery.
• Identify recurring patterns that require P3 ownership or broader cross-functional investigation.

Backup Coverage & Knowledge Continuity (when assigned as Named Backup Specialist)

• Maintain working knowledge of the relevant country or pod’s processes, standard operating procedures, and escalation guidance.
• Stay current through regular exposure to relevant tickets, escalations, and operational updates.
• Provide coverage for the P3 Country DRI or Pooled-Country Lead during planned and unplanned absences.
• Support complex cases and periods of increased demand, escalating appropriately where specialist input is needed.
• Participate in knowledge transfer, cross-training, and readiness reviews.
• Flag knowledge gaps, outdated documentation, and risks to continuity.
• Temporarily coordinate country activity when formally delegated, while the Portfolio DRI retains formal portfolio accountability.

Operational Improvement & Team Contribution

• Identify recurring contact drivers, documentation gaps, automation opportunities, and inefficient workflows.
• Update support documentation and workflows within agreed governance.
• Provide structured operational feedback to the relevant P3 DRI and cross-functional partners.
• Support onboarding and share knowledge with P1 Coordinators.
• Contribute to incremental improvements without being accountable for leading major strategic or cross-functional initiatives.

Requirements

• Practical experience resolving payroll-related customer queries or operational discrepancies.
• Working knowledge of payroll processes and the ability to develop expertise across assigned products and supported countries.
• Strong troubleshooting skills, including the ability to interpret system data and documentation, identify likely root causes, and determine appropriate next steps.
• Sound judgement when handling sensitive issues, assessing risk, and deciding when to escalate.
• Clear written and verbal communication, including the ability to explain payroll processes in accessible language.
• Strong organisation and queue-management skills, with a consistent focus on accuracy, timeliness, and customer experience.
• Ability to work independently on standard and moderately complex cases while collaborating effectively with cross-functional teams.
• Proactive approach to knowledge sharing, documentation, continuous improvement, and feedback.

Preferred Qualifications

• Experience resolving payroll issues in customer-facing operational support environments.
• Experience supporting knowledge transfer, documentation updates, and continuous improvement.

Compensation & Benefits

• Compensation and benefits details were not provided.

Location

• Remote