Customer Support Associate

Service Operations Associate

The Service Operations Associate supports the delivery of client services across payroll, HRIS, tax, and operational workflows. This entry-level role assists with accurate payroll processing, responds to routine client and employee inquiries, and helps ensure smooth day-to-day service execution in alignment with department procedures. The Associate performs data entry and system updates, supports user setup tasks, assists with basic troubleshooting, and collaborates with internal teams to maintain efficient operations and a positive client experience.

Essential Duties and Responsibilities:

• Support the service team by responding to routine client and employee inquiries with clear, timely information.
• Assist with troubleshooting basic issues in payroll systems, HRIS, reporting tools, and service portals, escalating more complex items to senior team members.
• Help maintain positive client relationships through professional communication and follow-up as directed.
• Assist with user setup tasks in client-facing systems, ensuring correct permissions and data entry.
• Help gather information needed for escalations and submit basic support tickets following documented procedures.
• Enter and validate standard payroll data such as new hire imports, timesheet files, and pay changes.
• Perform initial reviews of payroll data to identify missing information or obvious discrepancies, escalating issues as needed.
• Support payroll processing activities, including off cycle runs or adjustments, under guidance from senior team members.
• Coordinate with Tax, Benefits, HR, and Operations teams to ensure seamless service delivery.
• Monitor shared inboxes, ticket queues, or dashboards to ensure timely handling of client and employee requests.
• Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities.

Marginal Functions:

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Assist in maintaining team resources such as checklists, templates, and reference materials.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities:

• Communicates clearly and professionally in both written and verbal formats when interacting with clients, employees, and internal team members.
• Builds positive working relationships by being approachable, supportive, and responsive to others.
• Works effectively within a team environment and collaborates with colleagues to support shared goals.
• Open to learning new processes, systems, and procedures and adapts well to changes in workflow or priorities.
• Demonstrates flexibility in taking on a variety of tasks as assigned.
• Manages time effectively to meet deadlines in a fast-paced environment.
• Maintains organized work practices, including accurate documentation and consistent follow-up on assigned tasks.
• Follows through reliably to ensure work is completed accurately and efficiently.
• Demonstrates strong attention to detail when reviewing data, documents, and system entries.
• Identifies basic discrepancies and takes appropriate steps to correct or escalate them.
• Handles sensitive information with professionalism and maintains strict confidentiality in all work activities.
• Shows a strong work ethic and contributes to a positive, collaborative team culture.
• Works cooperatively with internal departments to help support smooth operations and coordinated workflows.
• Seeks guidance from senior team members when needed and proactively shares relevant information.
• Comfortable navigating HRIS, payroll systems, and digital tools with training and support.

Education & Experience:

• High school diploma or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• 1-2 years of experience in customer service, payroll, HRIS, or related PEO/ASO/HCM environment preferred.
• Required Licenses And/Or Certifications: Not Applicable

Physical, Mental, & Communication Demands:

• Physical Demands: Sedentary Work: Primarily involves sitting for extended periods while working at a desk or computer. Manual Dexterity: Frequent use of hands and fingers to operate a keyboard, mouse, calculator, printers, and other standard office equipment. Mobility: Occasional movement within the office to retrieve documents, access equipment, or collaborate with team members. Visual Acuity: Ability to review payroll data, system screens, and written documentation accurately, with reasonable accommodation as needed. Lifting & Carrying: Minimal physical effort required; may include handling files or light office materials.
• Mental Demands: Focus & Accuracy: Sustained concentration required to process payroll, review data, and ensure accuracy across multiple client accounts. Decision Making: Ability to make routine decisions using established policies, procedures, and guidelines. Attention to Detail: Consistently high level of accuracy needed when entering, reviewing, and validating payroll and HRIS information. Problem-Solving: Ability to identify errors, discrepancies, or system issues and take corrective action or escalate appropriately. Multitasking: Manage multiple client requests, payroll deadlines, and administrative tasks in a fast-paced environment. Stress Tolerance: Ability to remain calm and professional when working under deadlines or addressing client concerns.
• Communication Demands: Verbal Communication: Regular interaction with clients and internal teams to provide updates, resolve issues, and explain processes clearly. Written Communication: Ability to prepare clear and concise emails, notes, and documentation related to payroll, HRIS, and service requests. Interpersonal Skills: Ability to build positive working relationships and communicate professionally with individuals at varying levels of technical understanding. Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.

Environmental Conditions:

• This position is performed in a professional office environment and requires regular use of computers and standard office equipment. The work setting is climate-controlled with typical office lighting and low to moderate noise levels. The role involves extended periods of screen time, in-person collaboration and meetings, and minimal exposure to physical hazards.

Disclaimer:

This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to add to, revise, or delete information in this job description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

This document does not create an employment contract, implied or otherwise, other than an at will employment relationship. This position is eligible for the following benefits:

Health Insurance: Medical, dental, and vision coverage

Retirement Plan: 401(k) with company match

Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law

Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.

No matter what size your business is, VensureHR offers comprehensive HR and technology services such as payroll, employee benefits, compliance, and recruiting.