Associate, Payroll Client Services

Key Responsibilities

• First-line support: Serve as the initial contact for employee and client inquiries related to payroll, providing clear and timely responses.
• Triage: Triage incoming support tickets, ensuring accurate routing, prioritization, and timely acknowledgment in alignment with service level agreements (SLAs).
• Live Support: Manage live messaging channels to support employees in real time, escalating issues when necessary.
• Multi-product support: Provide frontline support across multiple payroll-related products, following defined procedures and escalating product-specific complexities to Specialists when required.
• Regional support: Apply regional payroll requirements independently for standard cases; collaborate with Specialists on complex compliance questions.
• Issue handling: Manage routine and moderately complex cases, escalating advanced or high-impact issues to Payroll Specialists or Payroll Operations as appropriate.
• Client interaction: Participate in customer calls when support is needed and collaborate with Customer Experience and other teams to deliver a smooth service experience.
• Cross-functional collaboration: Work with Payroll Operations, Customer Experience, and other teams to support timely and accurate payroll cycles.
• Documentation: Maintain detailed records of inquiries, resolutions, and updates in support tools and contribute to internal knowledge materials.
• Continuous improvement: Identify recurring issues and suggest small process enhancements to improve efficiency and reduce escalations.

Requirements

• Education: BA/BSc/HND qualification.
• Experience: Experience supporting payroll processing (end-to-end or selected steps) or equivalent support experience.
• Knowledge: Solid understanding of payroll fundamentals with working knowledge of regional compliance basics.
• Soft Skills: Strong communication skills (fluent in English) and a team player who collaborates effectively across departments.
• Technical Skills: Comfortable using tools such as Slack, Zendesk, and spreadsheets.
• Analytical Mindset: Attention to detail for reviewing payslips, identifying discrepancies, and supporting issue investigation.
• Adaptability: Comfortable working in fast-paced, international environments, with a willingness to learn and support multiple payroll-related products.