As Payroll Support Manager, EMEA & US, you lead the team that resolves customer and employee payroll queries across both regions. You own response and resolution quality, the SLAs behind it, and the day-to-day rhythm that keeps a high-volume support operation running across multiple time zones.
You're a hands-on leader: close enough to the cases to know what's really happening, and strategic enough to fix the root causes — process gaps, knowledge gaps, recurring issues — so the same problems stop coming back. You partner with Payroll Operations, in-country partners, Product, and the wider Support org to keep payroll support tight as we scale.
Skills & Qualification8+ years in payroll support, payroll operations, or customer support — with real payroll depth, ideally across EMEA and US markets.
Strong understanding of payroll mechanics — gross-to-net, statutory deductions, corrections, off-cycle processing — and the differences across EMEA countries and US states.
Proven people leadership: you've managed and grown a support or operations team.
Track record owning SLAs, KPIs, and escalation management in a high-volume environment.
Hands-on experience with Salesforce and a support platform such as Zendesk.
Excellent written and verbal communication; you set the bar for clear, customer-friendly answers.
Calm, organised, and decisive under pressure and during peak payroll periods.
Experience in an EOR, PEO, global payroll, or HR tech environment.
Familiarity with multi-country payroll and in-country partner models.
Experience standing up or improving a follow-the-sun support model.
Exposure to knowledge base operations and support tooling/automation.
Manage a payroll support team spanning EMEA and US coverage, ensuring the right capacity at the right hours.
Own queue health, response and resolution times, and quality across both regions.
Build a coverage model that keeps service consistent across time zones and peak payroll cycles.
Define and hold the team to payroll support SLAs and KPIs, tracked with RYG scorecards.
Own the escalation path — including the P1–P4 severity model — and drive issues to resolution before they affect customer trust.
Run quality assurance on responses, coaching the team toward accurate, clear, empathetic answers.
Resolve complex EMEA and US payroll queries — gross-to-net, statutory deductions, off-cycle runs, corrections, and country-specific nuance.
Identify recurring issues and partner with Payroll Operations, Product, and partners to fix the cause, not just the symptom.
Keep the knowledge base current so the team — and customers — can self-serve common questions.
Manage payroll support workflows in Salesforce and Zendesk — routing, case lifecycle, data integrity, and reporting.
Produce clear reporting on volume, performance, and trends for leadership.
Work closely with Payroll Operations and in-country partners to close the loop between support and delivery.
Hire, coach, and develop payroll support specialists.
Set clear standards, run regular 1:1s and reviews, and build a culture of ownership and care.
