Payroll Support Manager

Payroll Support Manager

Department: Customer Service

Employment Type: Full Time

Location: Canada - Remote

Compensation: $90,000 - $110,000 / year

Description

Who We are:
At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.
We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for thousands of small business owners across the US and Canada who rely on our payroll software to pay their employees and process their payroll taxes. And we’re just getting started.
We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.
If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.

The Role at a High Level:

We’re looking for a talented Payroll Support Manager who thrives on leading a team of payroll experts to deliver exceptional customer service. Reporting directly to the Director of Customer Success, you will play a critical role in ensuring our customer satisfaction scores remain high while managing resources and covering North American time zones. This role involves motivating and developing your team while driving improvements in our customer support processes.

What You'll Be Expected To Own:

• Team Leadership and Motivation: Lead and inspire the Payroll Support team, including Payroll Advisors and Partner Support, ensuring alignment with Wagepoint’s customer service goals and delivering exceptional customer experiences.
• KPI Development and Monitoring: Define and monitor team KPIs, including NPS, CSAT, Response Time, Agent Solve Rates, and others, to drive effective strategies and optimize performance.
• Training and Development: Support team leaders in training initiatives, job aid creation, and continuous professional growth, fostering a culture of learning and development.
• Performance Management: Collaborate with direct reports to establish clear goals, provide timely feedback, and facilitate the performance management process.
• Customer Escalations: Manage customer escalations to ensure prompt and effective issue resolution, coordinating with senior management as needed.
• Collaboration with Support Teams: Work with the Product Support Manager and CS Optimization team to ensure a seamless and exceptional customer experience.
• Knowledge Base and Training Development: Partner with the CS Instructional Designer to create high-quality Knowledge Base articles and customer/employee training resources.
• Strategic Planning and Budgeting: Contribute to strategic planning and budgeting for Payroll Support, ensuring alignment with company goals and optimal resource allocation.

What You Bring to the Table:

• 5+ years of experience leading customer support or customer service teams (15-20 people or more)
• Demonstrated leadership and team-building skills, with experience motivating and developing both individual contributors and team leaders
• Experience managing KPIs in a customer support environment
• Familiarity with resource planning, particularly in a multi-time zone, multi-lingual setting
• Technological proficiency, with an ability to leverage digital tools for enhanced customer support while maintaining a human touch
• Basic payroll knowledge (an asset)

• You have experience with project management and change management methodologies (e.g., ADKAR).
• You are bilingual (English/French).

What We Bring To The Table:

• Impact: Roll up your sleeves and directly contribute to the growth and success of Wagepoint by shaping our workforce.
• Culture: The opportunity to work with the world’s friendliest team, solving interesting problems together with an endless amount of laughter (We work hard, but we always have time for a bad joke or two).
• Growth: Opportunities for professional development and career advancement - we are always, always learning with a growth oriented mindset.
• Innovation: Work in an environment that encourages creativity and new ideas.
• Remote: The ability to work from home, forever! Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus!

Ready to embark on an exciting journey with us? Apply now and help us build the future of Wagepoint!
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