Hybrid Senior Payroll Support Specialist

at OnTheClock

• Job title: Senior Payroll Support Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: $85,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Clinton Township, United States

About the role

• Senior Payroll Support Specialist providing assistance with payroll inquiries and time tracking issues. Collaborating with various teams to enhance product and customer experience within a growing SaaS company.

Responsibilities

• Support customers with in-depth payroll inquiries, failed payrolls, and time tracking issues, including quarterly and annual tax filings.
• Provide high-touch, personalized assistance to larger or more complex payroll customers following implementation, ensuring accuracy and confidence.
• Proactively monitor payroll accounts to ensure they are in good standing, resolve “needs attention” items, and prevent payroll failures.
• Provide timely, high-quality troubleshooting support across phone, ticket, and chat channels, meeting service-level expectations while resolving platform-related questions and issues.
• Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage.
• Participate in product training, releases, and beta testing; surface customer feedback, trends, and recurring issues to the Support Manager to support ongoing product and experience improvements.

Requirements

• One plus year of customer service experience
• Three plus years of experience working with a payroll solution within a support-facing role or equivalent
• Passion for problem-solving and helping support OnTheClock’s customer experience
• Excellent verbal and written communication skills
• Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation
• Comfortable learning technical concepts and documenting steps to reproduce
• Ability to multitask
• Experience with Salesforce or Zendesk (CRM) style ticketing systems (preferred)
• Familiarity with SLA’s and obtaining solutions through knowledge-based articles and help libraries (preferred)
• De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics (preferred)

Benefits

• Competitive pay
• Flextime
• Hybrid work environment
• 100% paid health insurance
• The kitchen is stocked with drinks and snacks
• Free company lunch every Thursday
• Paid time off
• 9 paid holidays
• $100k life insurance
• 401K matching retirement plan
• Short-term disability
• Long-term disability
• Continuing education is encouraged with $1,000 per year
• Blue Cross dental and vision
• Career growth
• 4.9-star Glassdoor review
• 4.8-star product review