Job Overview

Our client is looking for a senior-level EOR Payroll Support Specialist Agent to manage end-to-end resolution of complex or high-priority payroll support tickets for both customers and team members, ensuring accuracy and timely follow-ups in a high ticket volume environment.

Schedule

• Monday - Friday, 8:30 AM - 4:30 PM EST, with a 30-minute paid break (40 work hours per week). Flexibility on choosing working hours is available once the agent is confident in work processes and can work independently.

Responsibilities

• Ticket Ownership: Manage end-to-end resolution of complex or high-priority payroll support tickets for both customers and team members, ensuring accuracy and timely follow-ups in a high ticket volume environment.
• Reporting & Insights: Create and maintain recurring and ad hoc payroll reports (e.g., pay run summaries, variance tracking, SLA metrics, and support trends) to provide insights for management and key stakeholders.
• Knowledge Management: Maintain and continuously improve internal knowledge articles, FAQs, and playbooks to support efficient case handling and team development.
• Escalation Management: Manage and lead live or scheduled escalation calls with customers and internal stakeholders, ensuring clear communication, accurate information sharing, and timely follow-up on action items.
• Process Improvement: Identify process gaps and propose scalable improvements to enhance workflow efficiency and reduce operational risk.
• Data Driven Communication: Track key metrics and communicate trends to management to enable proactive decision-making and continuous improvement.
• Representation & Advocacy: Represent Payroll Support in cross-functional meetings related to policy, tooling, or compliance changes, ensuring support team perspectives are considered.
• Customer Experience: Maintains Effort Score / CSAT ≥ 91% and Time to Resolution ≥ 65% within target thresholds.
• Ownership & Independence: Achieves ≥ 90% independent case closure (minimal supervisor intervention or reassignments to payroll specialist).
• Quality & Accuracy: Delivers accurate responses and reports (e.g., reconciliations, pension, or non-standard requests) with <2% rework rate or customer correction requests.
• Process & Knowledge Contribution: Leads or contributes to 2+ process improvements or knowledge-base updates per quarter, focused on efficiency or accuracy gains.
• Cross-Functional Collaboration: Effectively manages ~7 customer escalation calls per week, demonstrating preparation, clear communication, and coordinated follow-up with Payroll, CS, and Revenue teams.
• Continuous Growth: Expands payroll and reporting expertise (e.g., Looker, reconciliations) and is recognized as a go-to person for complex customer queries within the team.

Requirements

• 3–4 years of payroll or global support experience within EOR, or HR payroll context.
• Strong problem-solving skills; able to translate data and trends into process insights.
• Familiarity with Zendesk or ticketing software.
• Proven experience managing and leading escalation calls with customers and internal stakeholders, ensuring clear communication, accurate information sharing, and timely follow-up on action items.
• Demonstrated ability to guide others informally through mentorship or peer support.
• Advanced understanding of payroll lifecycle and customer impact.
• Skilled communicator, capable of simplifying complex topics for non-technical audiences.
• Professional English, written and verbal communication skills
• Self-driven, collaborative, and proactive mindset.

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.