Senior Associate Payroll Customer Support (Voice)

We are looking for a Senior Associate US Payroll Customer Care to join our voice-based customer support team. The role involves assisting small-business customers with payroll setup, payroll processing, payments, direct deposits, corrections, and related payroll funding queries.

This role also involves identifying customer needs and recommending relevant solutions across the product ecosystem, including opportunities for new customer acquisition and product/service attach during customer interactions.

Key Responsibilities

• Assist customers with payroll setup, pay runs, payroll corrections, and post-payroll activities, ensuring payments are processed accurately and on time.
• Investigate and resolve issues related to payroll funding, payments, debits, withdrawals, direct deposits, and pay delivery.
• Understand and explain the end-to-end payroll journey, including employee setup, pay rates, taxes, benefits, time tracking, PTO, approvals, payroll processing, direct deposits/checks, and tax filings.
• Take ownership of customer issues from initial contact through resolution, wherever possible.
• When escalation is required, document the issue clearly, including investigation performed, actions taken, findings, and recommended next steps.
• Communicate confidently and professionally with customers, including situations where the outcome may not meet their expectations.
• Set appropriate expectations, explain policies and decisions in simple language, and maintain a balance between customer empathy, compliance, risk, and business requirements.
• Build customer trust by understanding their business needs, challenges, and operational constraints.
• Handle sensitive financial and payment-related scenarios while following established policies, compliance requirements, and risk controls.
• Use available resources and internal tools effectively to research issues, identify accurate solutions, and stay updated on process and product changes.
• Develop a strong understanding of small-business operations and recommend appropriate solutions based on customer requirements.
• Identify opportunities to recommend relevant products and services across the client ecosystem.
• Contribute to sales and revenue goals by completing the sale during customer interactions, including new customer acquisition and ecosystem/product attach opportunities.
• Maintain high standards of customer experience, quality, productivity, compliance, and resolution.

What Were Looking For

• Experience in voice-based customer service, customer support, or customer care.
• Experience in US Payroll, payments, banking, fintech, financial services, or related domains will be an advantage.
• Strong verbal and written communication skills.
• Ability to handle customer conversations with confidence, empathy, and professionalism.
• Strong problem-solving and investigative skills.
• Ability to explain complex processes in simple, customer-friendly language.
• Comfortable handling financial, payment, and sensitive customer information.
• Ability to work effectively in a fast-paced and continuously changing environment.
• Strong ownership and ability to manage customer issues through resolution.
• Ability to identify customer needs and make appropriate product/service recommendations.
• Comfortable working toward sales, conversion, or attach targets in addition to customer service metrics.
• Willingness to work in US shifts, including night shifts, as applicable.

For further details contact -

Kavita - 83779 01278