Client Support Leader, Payroll & HCM

Resourcing Edge Services LLC; Phoenix (AZ); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health and wellbeing benefits

Retirement plan

Paid time off and learning programs

Job summary

OneDigital is seeking a Client Support Manager to lead the Payroll Support organization, ensuring timely, accurate, and high-quality service across our client base. You will coach Team Leads and Specialists, manage KPIs and escalations, and partner with cross-functional teams to drive scalable support processes that align with company growth.

The role focuses on developing team capabilities, improving service delivery, and ensuring exceptional client experience in a fast-paced environment.

Qualifications

• Strong knowledge of payroll processes and HCM technology.
• Experience leading a client-facing payroll support team.
• Ability to manage KPIs, SLAs, and client satisfaction metrics.
• Proven track record in process improvement and coaching.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and develop the Client Support team, with clear performance expectations.
• Own day-to-day operational performance across payroll support functions.
• Monitor KPIs, SLAs, quality standards, and client satisfaction.
• Analyze ticket trends and implement coaching and process improvements.
• Collaborate with cross-functional teams to resolve client-impacting issues.
• Oversee staffing, capacity planning, and escalation workflows.
• Support recruitment, onboarding, and development of team members.

Skills

Payroll knowledge

People leadership

Client service operations

Process improvement

Analytical skills

Communication

Education

Bachelor's degree in Business/HR/Management/Finance/Accounting

Tools

UKG Ready

Zoho One

Job description

OneDigital is seeking a Client Support Manager to lead the Payroll Support organization, ensuring timely, accurate, and high-quality service across our client base. You will coach Team Leads and Specialists, manage KPIs and escalations, and partner with cross-functional teams to drive scalable support processes that align with company growth.

The role focuses on developing team capabilities, improving service delivery, and ensuring exceptional client experience in a fast-paced environment.