Payroll Supervisor - TX - On Site

Position Summary

The Payroll Supervisor helps support our payroll function for our growing client base, providing day‑to‑day operational leadership within a designated pod to ensure client payrolls are processed accurately and the team is supported.

• Manage and support complex clients as needed.
• Understand key metrics including ticket closure, transaction CSAT, quality, and SLA pass rate and be able to speak to them.
• Provide escalation support on technical requests from the team or clients, including facilitating calls with clients and their specialists.
• Review individual queues to ensure proper case management is being utilized and clients receive timely responses.
• Provide team updates with any technical software updates, new laws and regulations.
• Assist sales with prospect calls and questions.
• Create and facilitate trainings.
• Lead new hire and ongoing training.
• Review and recommend improvements to existing procedures and partner with the Payroll Manager to implement changes.
• Ensure all team payrolls are processed timely by the due date.
• Schedule 1:1s with specialists and assist with their open cases.
• Identify knowledge gaps and create action plans to improve.
• Ensure the team playbook is maintained and kept up to date by documenting SOPs.
• Regular attendance at our corporate office locations is essential. This is an in‑office position for team members in or near the Chandler, AZ or Duluth, GA offices.

• Act as an extension of leadership to the Payroll Manager.
• Build, maintain and promote relationships with team members and clients, ensuring effective coordination of communications and services.
• Contribute to departmental initiatives, strategic planning, and organizational improvement projects.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by the Manager.

• In-depth knowledge of customer service best practices, ensuring consistent, high‑quality support across all channels.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.
• Advanced problem‑solving and analytical abilities, focused on resolving issues efficiently and accurately.
• Highly adaptable in fast‑paced environments, able to respond effectively to shifting priorities and business needs.
• Sound decision‑making abilities, including evaluating complex information and determining appropriate actions.
• Maintaining professionalism and composure while working with a variety of personalities and situations.
• A flexible, team‑oriented self‑starter who thrives in a startup environment.
• Strong escalation management and innovative problem‑solving skills, with a creative approach to overcoming challenges.
• Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company.
• Must be comfortable giving feedback to others to increase performance.
• Experience in Microsoft Office (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• Demonstrates effective time management, maintains accurate records, and ensures all payroll tasks are completed in accordance with established schedules and compliance requirements.
• Strong verbal and written communication skills, capable of collaborating effectively across teams and interacting professionally with employees at all levels.
• Uses analytical thinking to troubleshoot payroll issues, interpret data, and determine appropriate solutions quickly and confidently.
• Demonstrated ability to exercise good judgment when evaluating situations, identifying problems, and determining appropriate courses of action.

• High school diploma or related experience required, or equivalent combination of experience, skills, education, and training preferred.
• Two years in client support or customer service role.
• One year of payroll experience.

• Sedentary work: occasionally involves sitting for extended periods at a…