Director of Payroll Customer Services

About Remote

Remote is solving modern organizations' biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams across the world. With core values centred on innovation and a future-focused work culture, our team works asynchronously around the globe. Remote employees are distributed across 6 continents, and all positions are fully remote. We have built automation and AI capabilities into the requirements for every role, empowering our team to focus on high-impact work.

We encourage every member of the Remote team to bring their talents, experiences, and perspectives to help us build the best-in-class HR platform. If you are energetic, curious, motivated, and ambitious, join us in defining the future of work.

The Position

As Director of Global Payroll Customer Services, you will oversee the global payroll services team and lead the development and delivery of world-class support for both internal teams and external customers. This is a strategic leadership role reporting to the VP of Customer Experience.

You will work in close collaboration with Payroll Operations, Compliance, Implementation, Legal, and Tax teams to ensure a seamless, end-to-end payroll services process. Your responsibilities include:

• Delivering high-quality, compliant, and efficient payroll services across all regions
• Defining and executing the overarching strategy for the services vertical
• Developing and scaling a high-performance team to support rapid business growth
• Enhancing service offerings to meet evolving client needs
• Implementing automation and integration solutions to reduce manual workload
• Managing complex escalations and overseeing high-priority projects simultaneously

Key Requirements

• Proven leadership experience managing and scaling service operations, ideally in payroll or HR, with a demonstrated track record of implementing strategies that enhance customer experience
• Experience working in a global, remote-first organization is preferred
• Strong analytical mindset with the ability to use data to drive decision-making
• Kind, proactive leader dedicated to fostering a high-performance collaborative culture while removing mundane tasks for your team
• Thought leader in using automation, integrations, and AI to reduce manual workload and drive operational efficiency
• Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations
• Fluent English speaker with exceptional interpersonal skills to influence global stakeholders
• Thrive in fast-paced, international settings
• Knowledge of relevant payroll and HR software systems

💰 Compensation not publicly listed. Market estimate for similar roles: from $200K, varying by experience and location.