Lead Client Services - Chat Support

Airbase; Meridian (ID); On-site; USD 70,000 - 95,000; Full time

Job summary

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The Lead Client Services role is on-site at our Meridian, ID location, supervising a team of Account Managers to ensure client satisfaction.

You will monitor performance, provide ongoing learning opportunities, handle escalated client issues, and drive process improvements across the team while coordinating workload and assignments to maximize

Qualifications

• Experience leading a client services team.
• Strong problem-solving and communication skills.
• Ability to coordinate workload and client assignments.

Responsibilities

• Monitor team performance (quantitative and qualitative).
• Provide ongoing learning opportunities to build knowledge.
• Work directly with clients on escalated issues.
• Identify and facilitate process improvements.
• Coordinate work across the team, including workload management and client assignments.

Skills

Team leadership

Client relations

Performance monitoring

Process improvement

Escalation handling

Job description

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

In-Office: This is a 100% in-office role based at our Meridian, ID location. Remote or hybrid work is not available for this position. Candidates must be able to work on‑site five days per week during designated work hours.

Position Overview

The purpose of the Lead Client Services is to provide operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is done by (1) monitoring team performance (quantitative and qualitative), (2) providing ongoing learning opportunities that continually share and build knowledge (3) working directly with clients on escalated issues (4) identifying and facilitating process improvements and (5) coordinating work across the team, including workload management and client assignments. The Team Lead exercises independent judgment in many situations to achieve and sustain client satisfaction. Supervises a team of approximately 6-10 Account Managers to ensure service levels are met or exceeded, as well as day-to-day performance of their jobs.

The Team Lead will work with a group of Leads to prioritize and coordinate work for the maximum impact.

Primary Responsibilities

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required