What are the responsibilities and job description for the Client Services Manager - Payroll & Compliance position at Mai Placement?

Job Description

Client Services Manager – Payroll & Compliance

Harriman, NY (In-Office, Full-Time)

90K–$120K (Based on Experience)

Company Overview

We are a B2B service company that provides critical payroll solutions to businesses across multiple industries. As we continue to grow, we are looking for a Support Team Manager with payroll and compliance experience to lead and optimize our customer support team. This role requires a hands-on leader who can drive performance, enhance customer satisfaction, and implement operational efficiencies.

Position Overview

As the Support Team Manager , you will oversee a team of customer support representatives, ensuring exceptional service and problem resolution. You will be responsible for performance management, process improvement, and fostering a culture of accountability and continuous improvement.

Key Responsibilities

Team Leadership & Management

Lead, coach, and develop a high-performing customer support team.
Set clear KPIs and performance expectations, ensuring accountability and continuous growth.
Conduct regular performance reviews and implement training programs to upskill team members.

Customer Service Excellence

Oversee customer interactions to ensure timely, accurate, and professional responses.

Resolve escalated customer issues with efficiency and a solution-driven approach.

Implement customer service best practices to enhance satisfaction and retention.

Process Optimization & Reporting

Identify inefficiencies in support workflows and implement improvements.

Analyze customer support data to track trends, team performance, and service bottlenecks.

Provide regular reports to leadership, offering insights and strategic recommendations.

Collaboration & Cross-Departmental Alignment

Work closely with Sales, Product, and Operations to ensure a seamless customer experience.

Provide feedback to the product team on recurring customer pain points.

Collaborate with HR on hiring, onboarding, and training initiatives.

Problem-Solving & Escalation Management

Take ownership of critical or complex escalations, ensuring timely and satisfactory resolutions.

Develop and implement strategies to minimize service disruptions and customer dissatisfaction.

Compliance & Policy Adherence

Ensure team compliance with company policies, industry regulations, and data security best practices.

Promote ethical customer interactions and adherence to internal standards.

Must-Haves

Payroll Industry Experience : Prior experience in payroll services or a related B2B support role.

Leadership & Team Management : Proven ability to lead, develop, and scale a support team.

Customer-Centric Mindset : Passion for delivering exceptional service and building strong client relationships.

Problem-Solving Skills : Ability to assess complex issues, make data-driven decisions, and drive solutions.

Process Improvement Expertise : Experience optimizing support workflows and driving efficiency.

Tech-Savvy : Comfortable with support tools, CRM systems, and payroll software .

Why Join Us?

This is an exciting opportunity to lead and optimize a growing customer support team in a dynamic B2B environment. If you're a results-driven leader with payroll experience and a passion for customer service, we'd love to hear from you!

Email Resume : Joel@maiplacement.com

Apply Online :

https : / / jobs.crelate.com / portal / maiplacement / job / ge3uesc3fyjdk796dx15gzn8gc?crt=1740087740597

Salary : $90,000 - $120,000

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Client Services Manager - Payroll & Compliance

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