Payroll Supervisor - TX - On Site

• Manage and support complex clients as needed.
• Understand key metrics including ticket closure, transaction CSAT, Quality, and SLA pass rate and be able to speak to them.
• Provide escalation support on technical requests from the team or clients. Includes facilitating calls with clients and their specialists.
• Review individual queues to ensure proper case management is being utilized and clients are receiving timely responses.
• Provide team updates with any technical software updates/new laws and regulations.
• Assist Sales with prospect calls and questions.
• Create and facilitate trainings
• Lead new hire and ongoing training.
• Review and recommend improvements to existing procedures. Partner with Payroll Manager to implement changes.
• Ensure all team payrolls are processed timely by the due date.
• Schedule 1:1's with specialists and assist with their open cases.
• Identify knowledge gaps and create action plans to improve.
• Ensure team playbook is maintained and kept up to date by documenting SOP's
• Regular attendance at the assigned work location for our corporate office locations is an essential job function. For team members who are located in or near the Chandler, AZ or Duluth, GA offices, this is an in-office position.

• Act as extension of leadership to the Payroll Manager.
• Build, maintain and promote relationships with team members and clients ensuring effective coordination of communications and services.
• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by the Manager.

• In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels.
• Demonstrated ability to manage multiple tasks and simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately.
• Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team-oriented self-starter who thrives in a startup environment.
• Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Must be comfortable giving feedback to others to increase performance.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Demonstrates effective time management, maintains accurate records, and ensures all payroll tasks are completed in accordance with established schedules and compliance requirements.
• Strong verbal and written communication skills with the ability to collaborate effectively across teams and interact professionally with employees at all levels.
• Uses analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions quickly and confidently.
• Demonstrated ability to exercise good judgment when evaluating situations, identifying problems, and determining appropriate courses of action.

• High school diploma or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred.
• 2 year in client support or customer service role.
• 1 year of payroll experience.

• Sedentary Work: Remains seated for extended periods, often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, printer, mail machines, and other office equipment.
• Mobility: Occasionally moves about the office to attend meetings, retrieve files, or collaborate with team members.
• Visual Acuity: Frequently reads detailed numerical data, spreadsheets, and system interfaces requiring close visual attention and accuracy, primarily on a computer screen and occasionally in printed materials.
• Lifting & Carrying: Occasional lifting, carrying, loading of office supplies. (typically, less than 15 lbs.)

• Attention to Detail: Reviews, verifies, and enters payroll hours, deductions, earnings, and tax adjustments with precision to ensure error-free payroll runs.
• Problem-Solving: Interprets payroll data, identifies discrepancies, calculates adjustments, and determines appropriate corrective actions.
• Multitasking: Manage multiple tasks and projects simultaneously, often under tight deadlines.
• Task Prioritization: Manages an assigned book of business, balances recurring tasks with urgent client needs, and organizes workflow to ensure timely processing.
• Adaptability: Adjusts quickly to changing client requirements, system updates, or unexpected payroll issues.
• Confidentiality and Discretion: Handles sensitive employee information, compensation data, and tax details in compliance with privacy and security standards.
• Concentration: Maintains focus during repetitive or detailed tasks such as manual data entry, auditing, or reconciliation.
• Stress Management: Handle stressful situations calmly and effectively, especially when dealing with client concerns.

• Interpersonal Skills: Strong ability to build relationships and communicate effectively with employees, managers, clients and external vendors. Maintains positive, professional relationships with assigned clients, ensuring their payroll needs are met and concerns are addressed promptly.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
• Conflict Resolution: Handles escalations or client frustrations with patience, clarity, and a solutions-oriented approach.
• Active Listening: Gathers necessary information from clients to resolve payroll discrepancies or understand requested changes.
• Written Communication: Drafts accurate and timely responses via email and case management systems; documents issues and resolutions clearly.
• Verbal Communication: Provide clear communication skills for interacting with internal departments and escalating issues. Responds to client inquiries by phone, explains payroll processes, and provides guidance on payroll-related questions.

• The Payroll Specialist works in a professional, climate-controlled office environment with consistent lighting, temperature, and noise levels. The role is computer-intensive, requiring extended periods of sitting, frequent use of monitors and standard office equipment, and sustained visual focus while reviewing detailed payroll data. The environment involves regular interaction with clients and internal teams through email, phone, and virtual platforms, as well as handling confidential employee information in accordance with strict privacy and security standards.

This position is eligible for the following benefits

• Health Insurance: Medical, dental, and vision coverage
• Retirement Plan: 401(k) with company match
• Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.
• Additional Compensation: [e.g., signing bonus, commission structure] if applicable