Client Support Expert, HCM

Netchex; United States; Remoto; USD 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Netchex is seeking a Client Support Expert, HCM, to assist clients with payroll cycles, system issues, and maximizing platform adoption. You’ll be the trusted voice from first contact to resolution, leveraging deep payroll/HCM expertise to guide customers through complex scenarios.

The role emphasizes empathy, clear communication, and proactive knowledge sharing to drive adoption and client success across a fast-paced environment.

Competenze

• 3+ years of hands-on payroll operations or payroll technology client support experience.

Mansioni

• Deliver high-quality, client-focused support across phone, email, and CRM/ticketing channels with a focus on first-contact resolution.

Conoscenze

Payroll operations

Payroll technology client support

HCM knowledge

Formazione

FPC or CPP certification

Descrizione del lavoro

As a Client Support Expert, HCM (also referred to as our Client Support Representative) at Netchex, you'll be the trusted voice clients rely on when it matters most, helping them navigate payroll cycles, resolve system issues, and get the most out of our HCM platform. If you've built your career inside payroll technology (Gusto, ADP, Paychex, UKG, Rippling, or similar) and know how to untangle a client's toughest payroll/HCM problems, this role is built for you.

You'll operate at the intersection of people, process, and technology, owning the client experience from first contact to resolution. This role is ideal for someone who thrives in a fast-paced environment, brings deep payroll, HCM, or PEO expertise to the table, and is genuinely energized by helping clients succeed. You won't just answer questions — you'll build confidence, drive adoption, and be a critical part of how Netchex delivers on its mission every single day.

Key Responsibilities

• Deliver high-quality, client-focused support across phone, email, and CRM/ticketing channels with a relentless focus on first-contact resolution.
• Respond to client inquiries promptly and accurately, de-escalating concerns with professionalism and empathy while driving toward efficient outcomes.
• Own issue resolution end-to-end, troubleshoot payroll discrepancies, system workflows, and configuration questions with precision and care.
• Maintain complete, accurate documentation of client interactions, issues, and resolutions within the CRM to support reporting and trend identification.
• Identify recurring issue patterns and proactively contribute to internal knowledge bases, FAQs, and process improvements.
• Educate clients on Netchex system features, workflows, and self-service tools, turning every interaction into a coaching moment that drives adoption.
• Partner with internal teams (Implementation, Product, Engineering) to resolve complex issues and ensure seamless client handoffs.
• Mentor newer team members and share payroll and platform expertise across the team.
• Continuously deepen product knowledge through ongoing training, certifications, and team development initiatives.
• Contribute to team goals and take on additional responsibilities to support broader client success objectives.

What We're Looking For

• 3+ years of hands-on payroll operations or payroll technology client support experience (Gusto, ADP, Paychex, UKG, Rippling, SurePayroll, or similar strongly preferred).
• Payroll and/or PEO experience required, you know the landscape and can hit the ground running.
• Hands-on experience with payroll systems or HCM platforms (Netchex knowledge is a plus).
• Working knowledge of payroll cycles, tax processing, garnishments, and deductions.
• Strong verbal and written communication skills, clear, confident, and client-first.
• Sharp problem-solving instincts and the ability to juggle multiple priorities in a tech-driven environment.
• FPC or CPP certification (or demonstrated willingness to obtain) preferred.
• Must be legally authorized to work in the United States
• Must reside within the United States (this is a remote/hybrid US-based role)

About You

You lead with empathy, clients feel heard, not handled, when they talk to you. You thrive on accuracy and take pride in getting it right, especially when payroll details are on the line. You're a natural communicator who can translate complex system logic into clear, actionable guidance. You stay calm under pressure and approach escalations as opportunities to build trust. You're curious and self-driven, always looking to level up your product knowledge and industry expertise. You are a team player who shares what you learn and helps the people around you succeed. You care about outcomes, not just activity, first-contact resolution isn't just a metric for you, it's a standard. You bring real payroll or HCM experience with you, you're not starting from scratch, and you're ready to make an impact right away.

Why You'll Love This Role

• Real impact, every day: your work directly shapes how thousands of businesses experience payroll and HR.
• A platform worth knowing: Netchex is a best-in-class HCM solution, and you'll become an expert in it.
• Compensation that reflects your background: no starting from the bottom.
• Growth is built in: with certifications, training, and a team that invests in your development.
• Collaborative culture: you'll partner with sharp, mission-driven teammates who have your back.
• Remote-friendly environment: we trust our people to get the work done, wherever they are.