Director of Payroll Customer Services

The position

The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world-class support and customer service for both internal teams and external customers.

In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end-to-end payroll services process, delivering high-quality, compliant, and efficient payroll services across all regions. The Director will also be responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing the service offerings to meet evolving client needs.

You will be reporting to the VP of Customer Experience

Requirements

• Proven leadership in managing and scaling service operations - ideally in payroll or HR - with a track record of implementing strategies that enhance customer experience. Experience in a global, remote-first organization is preferred.
• Strong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously.
• A kind, proactive leader dedicated to the "dignity of work," fostering a high-performance collaborative culture while removing mundane tasks for your team.
• Though leader in using automation and integrations to reduce manual workload and drive efficiency.
• Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations.
• Fluent in English with exceptional interpersonal skills to influence stakeholders globally. You thrive in fast-paced, international settings.
• Knowledge of relevant software systems and tools used in customer service management.
• It's not required to have experience working remotely, but considered a plus

Key Responsibilities

• Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion.
• Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs - including CSAT, response, and resolution times - by optimizing resource allocation and delivery channels while ensuring continuous first-line support.
• Act as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services.
• Foster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment.
• Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies.
• Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features.
• Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability.
• Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures.
• Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.

Practicals

• You'll report to: VP of Customer Experience
• Team: Customer Experience 
• Location: Anywhere in the world
• Start date: As soon as possible

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Interview with COO
5. Bar Raiser Interview
6. Prior employment verification check