Director of Payroll Customer Services

About Remote

Remote is dedicated to solving modern organizations’ biggest challenge: navigating global employment compliantly with ease. We empower businesses of all sizes to recruit, pay, and manage international teams. Guided by our core values and a future-focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. Remoters can be found across six continents, and all our positions are fully remote. Innovation is a core value, with automation and AI capabilities integrated into the requirements for every role.

We encourage every member of the Remote team to contribute their talents, experiences, and culture to build a best-in-class HR platform. If you are energetic, curious, motivated, and ambitious, join us and define the future of work!

The Position

The Director of Global Payroll Customer Services will oversee the global payroll services team, leading the development and delivery of world-class support and customer service for both internal teams and external customers.

In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end-to-end payroll services process, delivering high-quality, compliant, and efficient payroll services across all regions. This role is also responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing service offerings to meet evolving client needs.

You will report to the VP of Customer Experience.

Requirements

• Proven leadership in managing and scaling service operations – ideally in payroll or HR – with a track record of implementing strategies that enhance customer experience. Experience in a global, remote-first organization is preferred.
• Strong analytical mindset with the ability to use data to drive decisions, manage complex escalations, and oversee high-priority projects simultaneously.
• A kind, proactive leader dedicated to the 'dignity of work,' fostering a high-performance, collaborative culture while removing mundane tasks for your team.
• Thought leader in using automation and integrations to reduce manual workload and drive efficiency.
• Proactive and innovative mindset, constantly seeking opportunities to enhance customer service operations.
• Fluent in English with exceptional interpersonal skills to influence stakeholders globally. You thrive in fast-paced, international settings.
• Knowledge of relevant software systems and tools used in customer service management.
• Experience working remotely is not required but considered a plus.

Key Responsibilities

• Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion.
• Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs – including CSAT, response, and resolution times – by optimizing resource allocation and delivery channels while ensuring continuous first-line support.
• Act as a thought leader within the organization, driving innovation, transformation, and best-in-class service delivery across global payroll support services.
• Foster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment.
• Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies.
• Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features.
• Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability.
• Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures.
• Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.

Practicals

• You'll report to: VP of Customer Experience
• Team: Customer Experience
• Location: Anywhere in the world
• Start date: As soon as possible

Application Process

• Interview with recruiter
• Interview with future manager
• Interview with team members (no managers present)
• Interview with COO
• Bar Raiser Interview
• Prior employment verification check

Benefits

Remote's Total Rewards philosophy ensures fair, unbiased compensation and fair equity pay along with competitive benefits in all locations where we operate. We do not agree to or encourage cheap-labor practices, ensuring we pay above in-location rates to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

Our salary bands appear wide due to international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy, remaining competitive across various markets while hiring globally. The actual base pay is dependent on factors such as location, transferable skills, work experience, training, business needs, and market demands, and the base salary range may be subject to change. The annual salary range for this full-time position is $60,400—$135,900 USD.

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. While country-specific variations exist, some benefits/perks are universal for all Remoters:

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async)
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces

How You’ll Plan Your Day (and Life)

We work asynchronously at Remote, meaning you can plan your schedule around your life, not around meetings. Learn more at remote.com/async. You will be empowered to take ownership and be proactive, defaulting to action instead of waiting. Your life-work balance is important, and you will be encouraged to prioritize yourself and your family, fitting work around your needs.

How To Apply

• Please fill out the form below and upload your CV in PDF format.
• Submit your application and CV in English, as it is our standardized language.
• If you don’t have an up-to-date CV but are interested, feel free to add a copy of your LinkedIn profile instead.

We encourage and prioritize applications from all ethnic groups, genders, sexualities, ages, abilities, disability statuses, and any other under-represented group, fostering a strong sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. We encourage anyone needing an accommodation to request one from their recruiter. We will ask you to voluntarily provide your pronouns at the interview stage and offer an anonymous demographic questionnaire to help us ensure our workforce reflects diverse backgrounds, identities, and experiences. We appreciate your participation if you choose to.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We seek candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines, see here. Please note we accept applications on an ongoing basis.

Key skills/competency

• Global Payroll Management
• Customer Service Excellence
• Team Leadership & Scaling
• Operational Efficiency
• Automation & AI Integration
• Strategic Vision & Execution
• Cross-Functional Collaboration
• Client Relationship Management
• SLA & KPI Performance
• Root Cause Analysis