Lead Client Services - Chat Support

Team Lead

The purpose of the Team Lead 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 include:

• Dependability/ Follow Up: Timely responsiveness & proactive follow up
• Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitate information
• Communication: Provide professional & appropriate internal/ external communication as well as progress updates to all stakeholders
• Guidance – Provide clients guidance on HR and Payroll best practices, organizational change management and Paylocity product fit
• Implement and optimize products – ability to implement ancillary products and optimize primary HCM set up
• Influence: Ability to influence outcomes with primary decision makers, negotiate contracts and provide insight into HR industry best practices

Education and experience required:

• Bachelor's Degree required
• 2 years payroll, finance, or spend management with client services or support experience
• Successful experience in escalations and at risk client retention efforts
• Project Management experience
• Proficient in SQL, MS Access or Excel
• Operations experience

Preferred:

• 1 + years supervisory experience
• HRIS experience
• Experience leading training initiatives
• Experience using reporting and metrics as a key part of the job
• Minimum 3 years' experience in payroll, benefits, HR administrator, and/or Finance/Spend Management
• Ability to present HR Data effectively

Physical requirements:

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact View email address on click.appcast.io. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The pay range for this position is $72,000 - $85,100/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via