Lead Client Services Ops - Growth - Central

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

Position Overview

The Client Services Team Lead manages 8-10 client services representatives, providing leadership, coaching, training, and mentoring to ensure Paylocity’s client satisfaction and retention. Your goal is to ensure your team is providing outstanding Payroll and Human Resources support via phone and email to our business clients (B2B), using technical knowledge, leveraging resources, and prioritizing requests.

The Team Lead will provide regular feedback to Client Services Representatives (Account Managers) on areas of improvement and opportunities for success. The Team Lead will be instrumental in assisting leadership, Client Services Managers, by providing feedback on staff performance, client escalations, and actions needed to improve the department.

The Team Lead must be able to effectively identify and communicate opportunities for improvement and performance management. Paylocity’s culture is focused on growth and development, the Team Lead is expected to reinforce our core values and develop their teams, highlighting team successes and celebrating wins.

The Team Lead will be looked upon to deliver various trainings to our Service teams to ensure they are knowledgeable on Paylocity’s product offerings. To achieve this, the Team Lead must have a complete understanding of Paylocity’s service standards, policies, and procedures.

Primary Responsibilities:

• Client Relationship Management – Senior resource to service teams for escalated client issues. Provide oversight to assigned dedicated book of business. 
• Leadership and Supervision – Set and track goals, delegate tasks, provide guidance and motivate team members.
• Training and Mentorship – Facilitate ongoing trainings with the service team and routinely scheduled side-by-sides to discuss performance and provide coaching.
• Performance and Process Improvement - Identify areas of improvement and provide effective feedback to the Account Managers to improve client satisfaction and delivery.

Required:

• Minimum two years’ experience in high-volume customer service environment
• Minimum one year experience as a people leader
• Strong technical acumen and proven ability to master software and leverage technology efficiently. (MS Office, Five9, Salesforce, Power BI, Apps, etc.)
• Ability to train groups and present in a clear, concise and digestible manner.
• Excellent written and verbal communication skills, experience speaking with senior level internal and external stakeholders

Preferred:

• Minimum 1 year experience as a Paylocity Account Manager. (For internal candidates)
• Experience within a Human Capital Management (HCM), payroll service bureau, Human Resources, Software as a Service (SaaS) or Call Center environment.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.   

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.  

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact LeaveBenefits@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. 

This role can be performed from any office in the US. The pay range for this position is $52,399 - $73,398/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.