Director Of Payroll Customer Services

About Remote

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.
• Its 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

• Youll report to: VP of Customer Experience

• Team: Customer Experience

• Location: Anywhere in the world
• Start date: As soon as possible
• Application process
• Interview with recruiter
• Interview with future manager
• Interview with team members (no managers present)
• Interview with COO

• Bar Raiser Interview

• Prior employment verification check
• Remotes Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate.
• We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates.
• We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.
• At first glance our salary bands seem quite wide - here is some context.
• At Remote we have international operations and a globally distributed workforce.
• We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
• Our salary ranges are determined by role, level and location, and our job titles may span more than one career level.
• The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands.
• The base salary range may be subject to change.
• *At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness.
• Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.*
• The annual salary range for this full-time position is
• $60,400—$135,900 USD

Benefits

• Our full benefits & perks are explained in our handbook at remote.com/r/benefits.
• As a global company, each country works differently, but some benefits/perks are for all Remoters:
• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces

How You’ll Plan Your Day (and Life)

How To Apply

• Please fill out the form below and upload your CV with a PDF format.
• We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
• If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
• Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging.
• We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team.
• During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.
• We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below.
• As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable.
• We thank you for providing this data, if you chose to.
• At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity.
• We look forward to meeting candidates who balance innovation with genuine expertise and experience.
• To learn more about Remotes AI guidelines check see here.
• *Please note we accept applications on an ongoing basis.*

Job Details

About The Company

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