Lead Client Services - International Payroll at Paylocity (Remote)

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Paylocity is an equal opportunity employer.
Position Overview:
The Client Support Team Lead will provide leadership, coaching, training, and mentoring to the Client Support teams to ensure our clients are both satisfied and retained long term. The Team Lead will provide regular feedback to the Account Managers on areas of improvement and to identify areas of success. The Team Lead will be instrumental in assisting the Client Support Managers by providing feedback on staff performance, client issues, and actions needed to improve the department and maintain service success. The Team Lead must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive promotion of a job well done. The Team Lead will be looked upon to deliver various training to our Service teams to ensure they are knowledgeable on our company's offerings. To achieve this, the Team Lead must have a complete understanding of service standards, products, policies, and procedures.
  • Facilitate ongoing training with the Support team to which they are assigned to.
  • Conduct routinely scheduled side-by-sides with Account Managers to discuss performance, task assignments, and provide coaching.
  • Ensure high levels of customer service are met through coaching, training, and mentoring of Account Managers.
  • Identify areas of improvement and provide effective feedback to the Account Managers to improve customer satisfaction and the overall training process.
  • Cross-collaborate with other functions to help create efficiencies to improve the client experience.
  • Assist Client Support Manager(s) in acting on employee issues related to job performance and professional conduct.
  • Participate in onboarding new staff members to the team.
  • Assists with client escalations and monitor trends
  • Work as an internal resource to ensure escalated client issues are addressed in a timely manner.
  • Assist with identifying process gaps and product needs and communicate these to management
  • Assist in documentation of standard operating procedures and ensuring adherence
  • May manage at risk client to stabilize relationship
  • Keeping up to date on new processes and changes with product and ICPs to ensure client support is up to speed on these changes.
  • Minimum of two years' experience in customer service or a client interfacing role
  • Minimum of two years' leading others preferably in a Client Support environment
  • Minimum of two years' Payroll/HCM industry
  • Computer skills, including Windows and MS Office programs required
  • Must be comfortable speaking in front of small groups to deliver trainings to Account Managers
  • Effective communication between all levels within the business; must have strong people skills to tactfully deliver constructive feedback and to deliver performance improvement suggestions
  • High-level time management/prioritization to assure staff accountability
Preferred Requirements:
  • Previous leadership experience preferred
  • Experience handling large clients preferred
  • Previous global payroll a plus
Soft Skills:
  • Ability to mentor/coach others
  • Problem-solving/analytical skills
  • Ability to manage change
  • Comfortable with Ambiguity
  • Aptitude & desire for continued learning
  • Strong mathematical aptitude
This role can be performed from any office in the US. The pay range for this position in Colorado is $58,221 - $81,553 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus based on individual performance in addition to a full range of benefits outlined here. This information is provided per the Colorado Equal Pay for Equal Work Act. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.
Paylocity is an equal opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.
We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.
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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

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