Customer Support Specialist ( Payroll)

Breathehr; Horsham; Hybrid; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Flexible working – 50% office based &

Core hours 10am–3:30pm

25 days holiday (+1 after 3 years) +你的

Job summary

BreatheHR, based in Horsham, UK, is seeking a Customer Support Specialist with payroll expertise to support customers using Breathe HR payroll with FlowPay integration.

You will handle payroll queries via Intercom and email, troubleshoot processing issues, and work with Product/Engineering to improve the payroll experience for SME customers.

Qualifications

• 2–4 years' experience working in payroll or payroll support.
• Strong written and verbal communication skills.
• Ability to troubleshoot payroll processing issues and RTI matters.

Responsibilities

• Respond to payroll queries via Intercom chat and email with accurate, timely support.
• Diagnose and resolve payroll processing issues, RTI submissions, and pension contributions.
• Explain how payroll data flows between Breathe and FlowPay and assist users in using the integration.
• Identify root causes of issues and route to the right teams when needed.
• Document common issues and contribute to knowledge base and help articles.
• Collaborate with Product and Engineering to report bugs and suggest improvements.

Skills

Payroll experience

Customer support

Troubleshooting

Clear communication

Tools

Intercom

FlowPay

Job description

Customer Support Specialist

A bit of background on Breathe

Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with 17,000 customers and an average 6 years' LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. But there is more to it - our work culture is award winning, with talented people that are committed to driving impact, while having fun together. We're proud of our track record of success, but we're even more excited about what the future holds for us.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Our Values: What We Live By

Start With People - We remember our work affects real people, so we take the time to listen, understand and act with care.

Own It, Together - We take responsibility for our part, support each other through the messy bits, and focus on fixing things rather than finding blame.

Clear Is Kind - We speak honestly and with care. We don't avoid difficult conversations, and we make sure people have the clarity they need to move forward.

Why This Role Is SO Important:

We're looking for a Customer Support Specialist who has experience with payroll to join our Support team and help our customers get the most out of Breathe's payroll functionality, powered by our integration with FlowPay.

You'll be the go-to expert for payroll-related queries, combining hands-on UK payroll knowledge with a thoughtful, customer-focused approach. From resolving questions through Intercom chat and email to troubleshooting payroll processing issues and explaining how data flows between Breathe and FlowPay, you'll play a key role in helping customers feel confident using our platform.

This is also a role with real influence. You'll work closely with Product and Engineering to identify recurring issues, report bugs, test fixes and suggest improvements, while helping build the knowledge and capability of the wider Support team.

Key Duties & Responsibilities

Let's be clear from the start: this isn't just a support role and it isn't just a payroll role. You'll be combining technical problem-solving, customer care and payroll expertise to help customers get the right answer quickly and confidently. You are the payroll expert, the troubleshooter, and the customer champion.

Supporting Customers: Responding to customer queries through Intercom live chat and email, providing accurate, timely and friendly support on payroll-related issues and Breathe HRIS functionality.

Troubleshooting Payroll Issues: Diagnosing and resolving issues relating to payroll processing, calculations, RTI submissions, pension contributions and other payroll compliance matters.

Explaining FlowPay Clearly: Helping customers understand how payroll data flows between Breathe and FlowPay, and supporting them to use the integration effectively.

Finding the Root Cause: Identifying whether an issue is user error, a data or configuration problem, or a product bug, then routing it appropriately.

Applying Payroll Expertise: Maintaining a strong working knowledge of UK payroll legislation and understanding how it applies within Breathe and FlowPay.

Creating Useful Knowledge: Documenting common issues and solutions, contributing to the internal knowledge base and helping improve customer-facing help articles.

Improving the Product: Working closely with Product and Engineering to report bugs, suggest improvements and test fixes before release.

Meeting Service Standards: Working to agreed response and resolution targets while maintaining high customer satisfaction scores.

Spotting Recurring Problems: Identifying trends in support queries and proactively flagging recurring pain points to the wider team.

Sharing Knowledge: Helping develop the payroll capability of the wider Support team through clear explanations, useful documentation and practical guidance.

Key Competencies & Behaviours

You Start with People: You're patient, friendly and genuinely motivated to help customers feel confident and supported.

You Own It, Together: You take responsibility for finding the right answer, work well with Product and Engineering, and focus on fixing the underlying problem.

You believe that Clear Is Kind: You can explain technical, payroll and legislative detail clearly to people who may not have the same level of expertise.

You know UK payroll: You bring 2-4 years' experience working in payroll, whether in-house, in a bureau, or within a payroll software or support environment.

You understand the fundamentals: You're confident with PAYE, National Insurance, statutory payments such as SSP and SMP, pensions and auto-enrolment, and RTI.

You're a strong troubleshooter: You're methodical, detail-focused and able to work through a problem to identify its real cause.

You're comfortable with technology: You enjoy working with software platforms, can learn new systems quickly and aren't intimidated by technical detail.

You communicate brilliantly: You have strong written communication skills and can provide clear, calm and reassuring support through chat and email.

You care about quality: You understand the importance of accurate information, clear documentation, strong service levels and a positive customer experience.

You're curious and improvement-minded: You notice recurring issues, ask good questions and look for ways to make the product, process and customer experience better.

Why You'll Love it Here:

• £35,000 + 10% bonus
• Flexible working - 50% office based & core hours are 10am to 3.30pm
• 25 days holiday (+ 1 extra after 3 years!) PLUS Your Birthday off!
• UK Bank holidays + Christmas Eve and New Years Eve afternoons off!
• Dog friendly office - because furry co-workers make everything better!
• Private medical insurance (PMI) - with enhanced mental health, dental & optical coverage via AXA
• Employee Assistance Programme - Support when you need it
• Life Insurance - 2 x salary & Matched pension (5%) - because the future matters
• 2 x volunteer days per year - give back to causes that matter to you
• Access to Mintago - Exclusive financial wellbeing through discounts and expert advice
• Retail discount scheme - perks and savings just for being part of our team!

The Hiring Process: Let's Make it Personal!

Screening Call: Virtual via Google Meet with one of our team to have a friendly chat, learn more about your experience, what excites you about the role, and how you align with our people-first culture.

Competency Interview: Online you'll meet the hiring manager and we'll dive into your payroll experience, customer support approach, troubleshooting skills and understanding of UK payroll. This is also your chance to ask us anything about the role and company.

Final Stage Interview: In person, you'll meet the hiring manager and members of the wider team. It's a chance to talk through how you approach customer issues, explain complex payroll topics and work with Product and Engineering to improve the customer experience.