Manager Client Support Payroll Services (Remote)

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Manager, Client Support Payroll Services. The Manager, Client Support oversees and orchestrates multifaceted operations within Payroll Services. Responsible for managing diverse teams dedicated to customer service, contact center operations, customer experience and retention. This role designs strategies, sets standards, and implements initiatives to optimize service quality, efficiency and customer satisfaction. This role demands a seasoned professional capable of steering diverse teams toward exceptional service, optimized experiences, and sustained customer loyalty.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!

Responsibilities:

• Supervise teams handling customer inquiries ensuring service standards and swift issue resolution
• Design and implement initiatives for an optimized customer experience, including research, metric establishment, and data analysis
• Lead customer retention activities, implement improvement plans, manage industry relationships, and control costs
• Direct a team focused on service quality, workflow efficiency, and customer satisfaction, making recommendations based on feedback
• Manage a contact center team focused on service, setting metrics, implementing training, and ensuring policy adherence

Qualifications:

• Bachelor’s degree in a related field
• 5+ years of experience in relationship management and customer service
• Demonstrated expertise in managing various facets of contact center operations, customer experience enhancement, and effective retention strategies
• Strong leadership skills combined with exceptional communication abilities to manage and collaborate with diverse stakeholders effectively
• Proficient in employing an analytical approach, leveraging data-driven insights for strategic decision-making in enhancing customer service
• Acquainted with industry-standard tools and technologies utilized in optimizing customer service and experience
• Proven track record showcasing successful implementation of initiatives aimed at enhancing customer experience and retention
• Prior experience in service-focused operations and a demonstrated capability in achieving and maintaining service targets

PrimePay Offers:

• A competitive salary in the $80 – $85K range based on experience
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD