About Job

As Payroll Support Manager, EMEA & US, you lead the team that resolves customer and employee payroll queries across both regions. You own response and resolution quality, the SLAs behind it, and the day-to-day rhythm that keeps a high-volume support operation running across multiple time zones.

You're a hands-on leader: close enough to the cases to know what's really happening, and strategic enough to fix the root causes — process gaps, knowledge gaps, recurring issues — so the same problems stop coming back. You partner with Payroll Operations, in-country partners, Product, and the wider Support org to keep payroll support tight as we scale.

Skills & Qualification

• 8+ years in payroll support, payroll operations, or customer support — with real payroll depth, ideally across EMEA and US markets.

• Strong understanding of payroll mechanics — gross-to-net, statutory deductions, corrections, off-cycle processing — and the differences across EMEA countries and US states.

• Proven people leadership: you've managed and grown a support or operations team.

• Track record owning SLAs, KPIs, and escalation management in a high-volume environment.

• Hands-on experience with Salesforce and a support platform such as Zendesk.

• Excellent written and verbal communication; you set the bar for clear, customer-friendly answers.

• Calm, organised, and decisive under pressure and during peak payroll periods.

• Experience in an EOR, PEO, global payroll, or HR tech environment.

• Familiarity with multi-country payroll and in-country partner models.

• Experience standing up or improving a follow-the-sun support model.

• Exposure to knowledge base operations and support tooling/automation.

Responsibilities

Lead payroll support across EMEA & US

• Manage a payroll support team spanning EMEA and US coverage, ensuring the right capacity at the right hours.

• Own queue health, response and resolution times, and quality across both regions.

• Build a coverage model that keeps service consistent across time zones and peak payroll cycles.

Own SLAs, quality & escalations

• Define and hold the team to payroll support SLAs and KPIs, tracked with RYG scorecards.

• Own the escalation path — including the P1–P4 severity model — and drive issues to resolution before they affect customer trust.

• Run quality assurance on responses, coaching the team toward accurate, clear, empathetic answers.

Drive resolution & root-cause fixes

• Resolve complex EMEA and US payroll queries — gross-to-net, statutory deductions, off-cycle runs, corrections, and country-specific nuance.

• Identify recurring issues and partner with Payroll Operations, Product, and partners to fix the cause, not just the symptom.

• Keep the knowledge base current so the team — and customers — can self-serve common questions.

Systems, reporting & cross-functional work

• Manage payroll support workflows in Salesforce and Zendesk — routing, case lifecycle, data integrity, and reporting.

• Produce clear reporting on volume, performance, and trends for leadership.

• Work closely with Payroll Operations and in-country partners to close the loop between support and delivery.

Build & grow the team

• Hire, coach, and develop payroll support specialists.

• Set clear standards, run regular 1:1s and reviews, and build a culture of ownership and care.