CX Team Lead (Payroll & Benefits)

TL;DR

CX Team Lead (Payroll & Benefits): Lead high-performing teams delivering US payroll and benefits managed services with an accent on compliance, operational excellence, and customer outcomes. Focus on designing end-to-end processes, driving KPIs like CSAT and SLAs, and partnering with Product/Engineering to launch new services.

Location: Remote US position. hirify.global is authorized to hire only in specific states: CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Candidates must reside in one of these states to be considered.

Salary: $110,000 - $142,000 per year

Company

Global high-growth HR tech SaaS leader serving mid-size and multinational companies with intuitive HR platform for global, remote teams.

What you will do

• Own and design end-to-end US payroll service delivery processes in managed services framework
• Ensure compliance with US payroll regulations, IRS reporting, multi-state taxation, and statutory requirements
• Define and monitor SLAs, KPIs, and quality standards; act as escalation point for complex payroll issues
• Partner with Product, Engineering, and Compliance to align capabilities with needs and launch new services
• Drive continuous improvement, automation, standardization, and support customer onboarding/transitions
• Act as trusted advisor on payroll best practices and optimization

Requirements

• Expert knowledge in US payroll (federal, state, multi-state compliance, tax filings, statutory requirements)
• Strong knowledge of US benefits administration (health, retirement, deductions, integrations)
• Proven experience leading customer support or managed services teams in payroll environment
• Hands-on experience with Zendesk (or similar) including reporting and workflow optimization
• Strong understanding of CX KPIs (CSAT, SLAs, FCR, AHT, backlog, resolution time) and performance driving
• Must reside in one of authorized US states: CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA

Culture & Benefits

• Equity in pre-IPO high-growth company, 401(k) with 3% match from day 1
• Medical, dental, vision coverage, $1,920 annual wellness stipend, Headspace membership
• Hybrid model for NY metro; temporary work from anywhere up to 2 months/year after 6 months
• Generous PTO, company holidays, Bob Balance Days (4 quarterly long weekends), birthday off
• Home office allowance, 2 paid Social Impact days, frequent team social events