Director of Payroll Customer Services

Remote is a global HR platform enabling companies to recruit, pay, and manage international teams compliantly. The Director of Payroll Customer Services leads the global payroll services function, driving strategy, operational excellence, automation, and customer experience across a scalable, 24/7 support model in a fully remote, international environment.

Remote is seeking a Director of Payroll Customer Services to define and execute the global strategy for payroll client services. This leadership role oversees a distributed team responsible for delivering compliant, efficient, and high-quality payroll support to customers worldwide. You will collaborate closely with Payroll Operations, Compliance, Legal, Tax, Product, and Engineering teams to ensure seamless service delivery while driving automation and continuous improvement.

Responsibilities:
- Define and execute the global payroll customer service strategy aligned with company growth objectives
- Design and lead a high-performance 24/7 service model meeting SLAs and KPIs including CSAT and resolution times
- Drive automation initiatives to reduce manual processes and improve service efficiency
- Partner cross-functionally to ensure integrated payroll service delivery
- Lead and scale a global management team through coaching and performance development
- Manage complex escalations and conduct root cause analysis to implement preventive solutions

Requirements:
- Proven leadership experience managing and scaling service operations, ideally in payroll or HR
- Strong analytical skills with experience using data to drive operational decisions
- Experience implementing automation and system integrations to enhance service delivery
- Ability to manage global stakeholders in a fast-paced, remote-first environment
- Fluency in English with exceptional communication and influencing skills
- Experience with customer service management tools and systems

Benefits:
- Flexible remote-first work environment
- Flexible paid time off and 16 weeks paid parental leave
- Stock options and competitive global compensation
- Learning budget and home office allowance

This full-time remote leadership role offers the opportunity to shape a world-class global payroll support function within a fast-scaling HR technology platform.