Payroll Client Services Specialist Lead (UK Payroll)

Location: Entirely hirify.global; country scope is the United Kingdom and Ireland.

Annual salary range: $30,700–$69,050 USD.

Company

hirify.global builds infrastructure for global payroll and employment, enabling organizations to hire and manage people internationally.

What you will do

• Resolve complex and ambiguous payroll issues involving multiple workflows, systems, countries, teams, and regulatory requirements.
• Own the operational health of the assigned UK and Ireland country or pooled-country pod, including service performance, risks, readiness, and follow-through.
• Investigate recurring issues and drive improvements to processes, documentation, tooling, escalation paths, and customer experience from discovery through impact measurement.
• Coordinate investigations and decisions with Payroll Operations, Product, Engineering, Compliance, Customer Experience, and other partners.
• Maintain country knowledge, SOPs, payroll calculators, readiness materials, and escalation guidance.
• Mentor P1 and P2 colleagues, maintain trained backup coverage, and lead knowledge-transfer and readiness reviews.

Requirements

• Significant hands-on experience in end-to-end payroll processing, payroll operations, or complex payroll client support.
• Strong working knowledge of UK and Ireland payroll legislation, statutory requirements, compliance obligations, payroll calendars, and operational dependencies.
• Ability to independently investigate and resolve complex or ambiguous payroll issues across multiple systems, workflows, stakeholders, or products.
• Experience handling sensitive customer situations and high-impact escalations with clear, accurate, and empathetic communication.
• Strong analytical and root-cause problem-solving skills using ticket trends, service data, and customer feedback to identify recurring issues and risks.
• Proven ownership of operational improvements from problem definition through implementation and impact measurement.
• Ability to coordinate cross-functional investigations, establish owners and actions, and drive completion without formal authority.
• Excellent written and verbal English communication, including confidence working asynchronously and documenting decisions, processes, and guidance.
• Experience maintaining payroll knowledge resources, SOPs, readiness materials, calculators, or escalation guidance; ability to mentor colleagues, transfer knowledge, and build reliable backup coverage.
• Ability to work autonomously in a fast-paced, international, hirify.global-first environment, exercise sound judgement, and escalate material risks appropriately.

Nice to have

• Experience supporting enterprise, strategic, or high-value customers in payroll, HR technology, professional services, or SaaS.
• Experience working across Payroll Operations, Product, Engineering, Compliance, or Customer Experience.
• Experience contributing to legislative or product-change readiness, incident response, or country-level operational governance.
• Familiarity with ticketing, reporting, and knowledge-management tools for monitoring service health and identifying trends.
• Experience coaching or onboarding payroll specialists in an informal leadership capacity.

Culture & Benefits

• Fully hirify.global work across a globally distributed organization.
• Senior individual-contributor role with approximately 80% customer-facing and operational delivery and 20% team impact and improvements.
• Autonomy to make operational decisions within agreed portfolio priorities, with formal people management and capacity accountability retained by the Portfolio DRI.
• Competitive, locally adjusted compensation and equity pay across the locations where hirify.global operates.
• Internal mobility and employee growth supported by a pay-equity and compensation-review philosophy.