Director of Payroll Customer Services

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future‑focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from six different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best‑in‑class HR platform. Apply now and define the future of work! The position The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world‑class support and customer service for both internal teams and external customers. In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end‑to‑end payroll services process, delivering high‑quality, compliant, and efficient payroll services across all regions. The Director will also be responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing the service offerings to meet evolving client needs. You will be reporting to the VP of Customer Experience. Requirements Proven leadership in managing and scaling service operations – ideally in payroll or HR – with a track record of implementing strategies that enhance customer experience. Experience in a global, remote‑first organization is preferred. Strong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high‑priority projects simultaneously. A kind, proactive leader dedicated to the "dignity of work," fostering a high‑performance collaborative culture while removing mundane tasks for your team. Though leader in using automation and integrations to reduce manual workload and drive efficiency. Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations. Fluent in English with exceptional interpersonal skills to influence stakeholders globally. You thrive in fast‑paced, international settings. Knowledge of relevant software systems and tools used in customer service management. Experience working remotely is not required but considered a plus. Key Responsibilities Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion. Design and lead a high‑performance, 24/7 service model that consistently exceeds SLAs and critical KPIs – including CSAT, response, and resolution times – by optimizing resource allocation and delivery channels while ensuring continuous first‑line support. Act as a thought leader within the organisation, driving innovation, transformation, and best‑in‑class service delivery across global payroll support services. Foster and maintain strong cross‑functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment. Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross‑departmental dependencies. Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in‑product payroll experience and native self‑help features. Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability. Manage complex customer escalations and perform deep‑dive root cause analysis to implement structural preventative measures. Serve as a partner for Sales and Customer Experience, providing expert‑level payroll collateral and participating in prospect meetings. Practicals You'll report to: VP of Customer Experience Team: Customer Experience Location: Anywhere in the world Start date: As soon as possible Application process Interview with recruiter Interview with future manager Interview with team members (no managers present) Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap‑labor practices and therefore we ensure to pay above in‑location rates. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job‑related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. The annual salary range for this full‑time position is

$60,400 - $135,900 USD

Our full benefits & perks are explained in our handbook at remote.com/r/benefits . As a global company, each country works differently, but some benefits/perks are for all Remoters: Budget for local in‑person social events or co‑working spaces How you’ll plan your day (and life) We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async . You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life‑work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs. How to apply Please fill out the form below and upload your CV in PDF format. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote. If you don’t have an up‑to‑date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. Remote is an Equal Employment Opportunity employer. We appreciate diversity, equity and inclusion and do not use any demographic data to influence hiring decisions. Participation is voluntary and will not affect your candidacy. #J-18808-Ljbffr Referral Board