OnTheClock · 13 hours ago
Senior Payroll Support Specialist
United States
Full-time
Remote
Mid, Senior Level
$85K/yr - $85K/yr
4+ years expOnTheClock is a growing SaaS company focused on time tracking, scheduling, and embedded payroll for small and mid-sized businesses. They are seeking a Senior Payroll Support Specialist to support complex payroll and time tracking needs, collaborating with various teams to enhance customer experience and product quality.
Human Resources
Responsibilities
Support customers with in-depth payroll inquiries, failed payrolls, and time tracking issues, including quarterly and annual tax filings
Provide high-touch, personalized assistance to larger or more complex payroll customers following implementation, ensuring accuracy and confidence
Proactively monitor payroll accounts to ensure they are in good standing, resolve 'needs attention' items, and prevent payroll failures
Provide timely, high-quality troubleshooting support across phone, ticket, and chat channels, meeting service-level expectations while resolving platform-related questions and issues
Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage
Participate in product training, releases, and beta testing; surface customer feedback, trends, and recurring issues to the Support Manager to support ongoing product and experience improvements
Qualification
Required
One plus year of customer service experience
Three plus years of experience working with a payroll solution within a support-facing role or equivalent
Passion for problem-solving and helping support OnTheClock's customer experience
Excellent verbal and written communication skills
Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation
Comfortable learning technical concepts and documenting steps to reproduce
Ability to multitask
Preferred
Experience with Salesforce or Zendesk (CRM) style ticketing systems
Familiarity with SLA's and obtaining solutions through knowledge-based articles and help libraries
De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics
Benefits
Competitive pay
Flextime
Hybrid work environment
100% paid health insurance
The kitchen is stocked with drinks and snacks
Free company lunch every Thursday
Paid time off
9 paid holidays
$100k life insurance
401K matching retirement plan
Short-term disability
Long-term disability
Continuing education is encouraged with $1,000 per year
Blue Cross dental and vision
Career growth
Company
OnTheClock
Our mission is to help small businesses track employees’ time more easily, accurately and efficiently.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Dean Mathews
Founder & CEO
Nicole Hullihen, MBA
Chief Operating Officer
Recent News
Business.com
2024-04-29
Business News Daily
2024-04-29
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