Senior Payroll Specialist – Product Support

TransPerfect Inc; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

TransPerfect Inc is seeking an experienced Senior Payroll Specialist – Product Support in Bengaluru, India. The role focuses on Indian payroll, statutory compliance, and payroll processing within a SaaS HRMS/payroll platform, serving as a senior domain contact for complex queries.

The ideal candidate combines payroll expertise with strong communication and ownership, able to analyze customer requirements, coordinate with internal teams, and drive cases to closure within SLA.

Qualifications

• 2–5 years in Payroll Operations or Payroll Product Support
• Strong knowledge of Indian payroll and statutory compliance
• Experience with SaaS HRMS/payroll products preferred

Responsibilities

• Provide functional payroll and HRMS support via calls, emails, chat, and tickets
• Understand customer payroll processes and configurations before recommending solutions
• Assist during monthly payroll execution, validation, approval and finalization
• Troubleshoot salary calculations, payroll processing errors, arrears, deductions and reimbursements
• Analyze inputs, master data, salary structures and statutory deductions to identify issues
• Differentiate between configuration issues, payroll-domain issues and product defects
• Maintain complete ticket documentation and communicate resolution clearly
• Escalate to Product/Development/QA as needed
• Contribute to knowledge base and process improvements

Skills

Payroll expertise

SaaS product support

Customer support

Root cause analysis

Issue resolution

Education

Bachelor's degree in Commerce/Business

Tools

MS Excel

HRMS software

Job description

Position Summary

We are looking for an experienced Senior Payroll Specialist – Product Support with strong hands‑on knowledge of Indian Payroll, statutory compliance and payroll processing. The role will provide functional support to customers using a SaaS HRMS & Payroll platform and will act as a senior domain point of contact for complex payroll, compliance and product‑related queries.

The ideal candidate should combine strong payroll expertise with excellent customer communication, problem‑solving, ownership and customer‑handling skills. The candidate must be able to understand a customer's business requirement, analyze the issue, explain the solution in simple business language, coordinate internally when required, and drive the case to closure within SLA.

Role Objective

• Provide accurate, timely and customer‑focused functional support for payroll and HRMS‑related queries.
• Use strong payroll‑domain knowledge to identify the root cause of calculation, configuration, compliance and process issues.
• Handle complex and high‑priority customer cases independently and take ownership until resolution.
• Act as a bridge between customers and internal Product, Development, QA and Operations teams.
• Improve customer experience through clear communication, proactive updates, effective troubleshooting and knowledge sharing.
• Contribute to product quality, UAT, knowledge base and continuous improvement initiatives.

Key Responsibilities

A. Payroll & Functional Product Support

• Provide functional support through calls, emails, chat, remote sessions and ticketing channels.
• Understand customer payroll processes, requirements and configurations before recommending a solution.
• Support customers during monthly payroll execution, payroll validation, approval and finalization.
• Troubleshoot salary calculation discrepancies, payroll processing errors, arrears, deductions, reimbursements and other payroll scenarios.
• Analyze payroll inputs, employee master data, salary structures, attendance/leave inputs and statutory deductions to identify the source of an issue.
• Guide customers on correct product processes and best practices without making unauthorized manual data corrections.
• Differentiate between product configuration issues, payroll‑domain issues, user/process errors and potential product defects.
• Maintain complete and accurate ticket documentation, including issue summary, analysis, action taken, customer communication and resolution.

B. Payroll Domain & Statutory Compliance

• Demonstrate strong knowledge of Indian payroll processing and salary structures.
• Understand CTC, gross salary, earnings, deductions, reimbursements, arrears, bonuses and other payroll components.
• Handle functional queries relating to PF, ESI, PT and LWF.
• Knowledge of Income Tax, TDS, Form 16 and Form 24Q.

C. Customer Communication & Customer Handling

• Communicate confidently and professionally with payroll administrators, HR teams, finance teams and senior customer stakeholders.
• Listen actively and ask relevant probing questions before concluding the cause of an issue.
• Convert complex payroll or product explanations into simple, customer‑friendly language.
• Set clear expectations on timelines, dependencies and next steps.
• Handle dissatisfied or escalated customers calmly, professionally and with empathy.
• Take ownership of critical issues and provide proactive status updates until closure.
• Avoid unnecessary technical jargon and ensure the customer understands the recommended resolution.
• Manage difficult conversations without committing to unsupported timelines or product changes.
• Document important customer commitments and follow‑ups to maintain accountability.

D. Troubleshooting & Root Cause Analysis

• Perform structured issue analysis instead of relying only on trial‑and‑error troubleshooting.
• Perform impact analysis for issues affecting multiple employees, payroll runs or statutory outputs.
• Identify recurring issues and recommend permanent corrective actions.
• Escalate technical defects to Development/QA with clear business impact, reproduction steps, expected result and actual result.

E. Escalation & Cross‑Functional Coordination

• Take ownership of escalated customer cases and coordinate with internal teams until resolution.
• Work closely with Product, Development, QA and Operations teams for defects, enhancements and complex functional issues.
• Prioritize cases based on business impact, payroll timelines, customer impact and severity.
• Provide meaningful internal escalation notes rather than forwarding incomplete customer queries.
• Follow the defined escalation matrix and keep stakeholders informed of progress.
• Validate fixes before communicating closure to customers wherever applicable.

F. Knowledge Management & Process Improvement

• Create and maintain knowledge base articles, FAQs, user guides, troubleshooting notes and internal SOPs.
• Share product/process learnings with the support team through knowledge‑sharing and training sessions.
• Identify repeated customer pain points and recommend process or product improvements.
• Maintain accurate documentation for new product features, statutory changes and support processes.

Payroll Knowledge

• Indian Payroll processing knowledge
• Salary structure, CTC, gross/net salary and payroll components
• Payroll calculations, deductions, arrears, reimbursements and adjustments
• Income Tax, TDS, Form 16 and Form 24Q
• PF, ESI, Professional Tax (PT) and Labour Welfare Fund (LWF)
• Payroll reports, validation and reconciliation
• Practical understanding of payroll compliance and statutory processes Product / Technical Skills

Product / Technical Skills

• Hands‑on experience with HRMS / Payroll software, preferably SaaS payroll products
• Strong MS Excel skills, including formulas, lookups, filters, pivots and data validation
• Ability to analyze payroll reports and employee‑level data
• Basic understanding of ticketing, incident management and support workflows
• Ability to understand product configurations, workflows and system‑generated reports

Customer Handling & Behavioral Competencies

• Excellent verbal and written communication
• Strong active listening and questioning skills
• Customer empathy and professional customer handling
• Ownership and accountability
• Logical thinking and structured problem solving
• Root‑cause analysis mindset
• Calm handling of escalations and high‑pressure payroll situations
• Time management and prioritization
• Attention to detail and accuracy
• Ability to work independently and collaborate across teams
• Ability to explain complex payroll concepts in simple language

Experience & Qualification

• Recommended experience: 2–5 years in Payroll Operations, Payroll Product Support, HRMS Support or a similar payroll‑domain role.
• Strong practical knowledge of Indian payroll and statutory compliance.
• Experience supporting enterprise or high‑headcount customers is preferred.
• Experience with SaaS‑based HRMS/payroll products is preferred.
• Graduate degree in Commerce, Business Administration, HR, Finance or a related discipline preferred.

Ideal Candidate Profile

The ideal candidate is not only a payroll expert but also a strong customer‑facing problem solver. They should be comfortable discussing payroll with HR, Finance and senior customer stakeholders, analyzing product behavior, managing escalations and coordinating with internal teams. The candidate should demonstrate a balance of domain expertise, product understanding, communication, ownership and customer empathy.