Manager, Customer Care - Payroll

Manage and develop a team of Customer Care Specialists supporting the US Payroll & Tax product, focusing on productivity, engagement, and quality.

Oversee the entire customer journey for payroll and tax support, ensuring accurate, timely, and empathetic service delivery.

Collaborate cross-functionally with Payroll Operations, Tax Operations, Product, Engineering, and other teams to improve customer support processes and drive operational excellence.

7+ years in customer service/support/customer success with emphasis on customer satisfaction.

3+ years experience in team leadership including coaching, performance management, and employee development.

Experience supporting or leading Payroll, Tax, HRIS, Financial, Accounting, or SaaS product support teams.

Working knowledge of U.S. payroll operations, tax concepts, payroll compliance, and ability to handle escalations.

Experienced operational leader in fast-paced SaaS environments managing customer support teams focused on payroll and tax contexts.

Data-driven and continuously improving team performance across CSAT, SLA, quality, and productivity metrics.

Skilled at managing escalations with sound judgment while maintaining customer-first approach, and collaborating across diverse functional teams.