Customer Care - Payroll

Spearhead Professional; Gurugram District; On-site; INR 600,000 - 950,000; Full time

Job summary

Spearhead Professional is seeking a Senior Associate in Gurugram for Payroll and Customer Care on a US shift. You will guide customers through payroll setup, run pay cycles, and address post-payroll tasks, ensuring accuracy and timely fund transfers.

You will diagnose and resolve complex payment issues, explain cross-product workflow integrations, and own issues end-to-end with clear documentation and policy adherence.

Qualifications

• Graduation in commerce (B.Com) required.

Responsibilities

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks.
• Diagnose and resolve payment, debit/withdrawal, direct deposit, and payroll funding issues.
• Explain how workflows connect across products (Team setup, time tracking, payroll processing, pay delivery, taxes).
• Own customer issues from intake to resolution; escalate with documented actions and next steps.

Skills

Customer care

Payroll processing

Problem solving

Communication

Education

B.Com.

Job description

Senior Associate - Customer care - Payroll | Gurugram | US Shift |

Responsibilities

Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds successfully move out of the business to the right people at the right time.

Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach across customer-facing tools and back-office workflows.

Help customers understand how workflows connect across products (for example: Team setup (employees, pay rates, taxes, benefits) + time tracking (hours, PTO, approvals) payroll processing pay delivery (DD/checks) taxes/filings.

Own customer issues from intake to resolution whenever possible; when escalation is required, clearly document findings, actions taken, and recommended next steps to minimize customer effort.

Communicate with clarity and confidence especially when sharing outcomes; the customer may not want to hear. Set expectations early, explain the why in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.

Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments of terminology.

Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within a role scope.

Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customers issue forward.

Gain a thorough understanding of the customers small business operations, challenges, and goals

Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or ecosystem attach)

Qualifications

Graduate - Bcom.