Customer Support Supervisor - Operations

Company Overview

Paylocity is an award‑winning provider of cloud‑based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company is one of the fastest‑growing HCM software providers worldwide, helping businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

The Team Lead (Customer Service Supervisor) provides operational initiative, guidance, and support to a Client Services Team of Account Managers, enabling outstanding client satisfaction. Responsibilities include monitoring team performance, delivering ongoing learning opportunities, handling escalated client issues, identifying process improvements, and coordinating work across the team.

• Monitor team and individual performance; use metrics to identify trends and drive improvements.
• Deliver ongoing learning and coaching opportunities for Account Managers.
• Act as first‑level escalation for client issues and directly engage clients to resolve problems.
• Identify and drive process improvements and operational initiatives.
• Coordinate workload across the team to ensure service levels and responsiveness are met.
• Represent the Service Center in cross‑team initiatives focused on operational effectiveness.

• Dependability & Follow‑Up:
  Timely responsiveness and proactive follow‑up.
• Problem Solving:
  Troubleshoot and resolve issues using knowledge and resources.
• Communication:
  Provide professional internal and external communication and progress updates to stakeholders.
• Guidance:
  Provide clients with guidance on HR and payroll best practices and product fit.
• Implementation & Optimization:
  Implement ancillary products and optimize primary HCM setup.
• Influence:
  Influence outcomes, negotiate contracts, and share industry best practices.

• Metrics, Reporting and Analysis:
  Develop and advocate for necessary metrics and reporting, identifying trends and assessing intervention results.
• Performance Management:
  Build knowledge through coaching, training, mentorship, and performance management processes.
• Client Focus:
  Proactively monitor client interactions and intervene when necessary to maintain outstanding service.
• Operational Tools & Processes:
  Lead cross‑team initiatives to improve efficiency and effectiveness.
• Workload Coordination & Assessment:
  Schedule, monitor, and adjust workloads to meet priorities and availability goals.

Required

• Bachelor’s degree.
• 2 years of payroll, finance, or spend management with client services or support experience.
• Successful experience in escalations and at‑risk client retention.
• Project Management experience.
• Proficiency in SQL, MS Access, or Excel.
• Operations experience.

Preferred

• 1+ years of supervisory experience.
• HRIS experience.
• Experience leading training initiatives.
• Experience using reporting and metrics as a key part of the job.
• Minimum 3 years in payroll, benefits, HR administration, and/or finance/spend management.
• Ability to present HR data effectively.

• Ability to sit for extended periods (7–8 hours per day at a desk).
• Use of computer, phone systems, and typing; ability to operate multiple software programs simultaneously.

Paylocity is an equal‑opportunity employer. It is committed to the full inclusion of all individuals, recruiting, training, compensating, and promoting regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any other protected status required by applicable law. Paylocity complies with federal and state disability laws and provides reasonable accommodations for applicants and employees with disabilities.

Medical, dental, vision, life, disability, a 401(k) match, and other perks that support employees, families, and finances.

The pay range for this position is $70,000–$80,000 per year, with potential for an annual bonus and restricted stock unit grant based on individual performance. Base pay may vary depending on qualifications.