The Associate, Payroll Client Services provides payroll support and guidance, managing complex multi-country payroll issues and high-volume client inquiries while ensuring compliance and excellent service. The role blends technical payroll expertise with proactive client communication and cross-functional collaboration.\u00a0<\/p>\n
Key Requirements<\/p>\n
\tExperience supporting payroll processing (end-to-end or selected steps) or equivalent support experience.
\n\tSolid understanding of payroll fundamentals with working knowledge of regional compliance basics
\n\tExperience in client-facing or support roles, with the ability to manage routine inquiries and escalate complex cases when needed.
\n\tStrong analytical mindset and attention to detail for reviewing payslips, identifying discrepancies, and supporting issue investigation.
\n\tComfortable working in fast-paced, international environments, with a willingness to learn and adapt.
\n\tStrong communication skills: fluent in English, proficient in written and verbal communication, and comfortable using tools such as Slack, Zendesk, and spreadsheets.
\n\tTeam player who collaborates effectively across departments and contributes to positive team outcomes.
\n\tAbility to learn and support multiple payroll-related products, applying product-specific workflows and guidance with support from Specialists (P3).<\/p>\n
Key Responsibilities<\/p>\n
\tFirst-line support:\u00a0Serve as the initial contact for employee and client inquiries related to payroll, providing clear and timely responses.
\n\tTriage incoming support tickets, ensuring accurate routing, prioritization, and timely acknowledgment in alignment with service level agreements (SLAs).
\n\tManage live messaging channels to support employees in real time, escalating issues when necessary.
\n\tMulti-product support:\u00a0Provide frontline support across\u00a0multiple payroll-related products, following defined procedures and escalating product-specific complexities to Specialists when required.
\n\tRegional support:\u00a0Apply regional payroll requirements independently for standard cases; collaborate with P3 Specialists on complex compliance questions.
\n\tIssue handling:\u00a0Manage routine and moderately complex cases, escalating advanced or high-impact issues to Payroll Specialists or Payroll Operations as appropriate.
\n\tClient interaction:\u00a0Participate in customer calls when support is needed and collaborate with Customer Experience and other teams to deliver a smooth service experience.
\n\tCross-functional collaboration:\u00a0Work with Payroll Operations, Customer Experience, and other teams to support timely and accurate payroll cycles.
\n\tDocumentation:\u00a0Maintain detailed records of inquiries, resolutions, and updates in support tools and contribute to internal knowledge materials.
\n\tContinuous improvement:\u00a0Identify recurring issues and suggest small process enhancements to improve efficiency and reduce escalations.<\/p>\n
Apply Through:<\/p>\n
job-boards.greenhouse.io<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/job-boards.greenhouse.io","_company_name":"","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,757],"job-types":[690],"class_list":{"0":"post-92446","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-remote"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/92446","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=92446"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=92446"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=92446"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=92446"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}