Operations Support Specialist

Ahola • Brecksville, OH

12d

About The Position

The Operations Support Specialist reports to the Director of Operations and supports the Operations Department, including the Year-End team. Working with Operations leadership and senior team members, this role supports client activities, payroll-related tasks, projects, and service delivery. It offers hands-on experience in payroll operations, HCM systems, and client support, with a development path toward a future Client Success Partner role.

The position includes client phone and email support; payroll processing and account maintenance; payroll-system configuration; troubleshooting and resolving inquiries; reviewing and validating reports; supporting year-end payroll activities; and documenting work in CRM and payroll systems. The specialist also cross-trains with Operations and Distribution, participates in training and professional development, and assists with departmental initiatives and process improvements. The role requires managing multiple priorities, communicating with Operations leadership, maintaining confidentiality, and building professional relationships with clients and colleagues.

Requirements

• High school diploma or equivalent required.
• Experience with payroll processing and/or HCM software platforms required.
• Strong verbal and written communication skills and ability to build positive relationships with clients and internal teams.
• Excellent organizational skills and ability to manage multiple priorities, meet deadlines, and work in a fast-paced environment.
• Strong attention to detail and problem-solving skills; ability to research, analyze, and resolve issues independently.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Self-motivated and adaptable, with commitment to continuous learning and professional development.
• Ability to work independently and collaboratively while demonstrating professionalism, accountability, and a customer-focused mindset.
• Ability to maintain confidentiality and exercise discretion with sensitive client and company information.

Nice To Haves

• Payroll, HCM, or related industry experience preferred.
• iSolved experience preferred.

Responsibilities

• Provide professional phone and email support to clients with questions, requests, and payroll-related needs.
• Process payrolls, payroll adjustments, and client account maintenance accurately and efficiently.
• Develop proficiency in payroll system configurations, including client accruals, retirement plans, and other account setups.
• Research, troubleshoot, and resolve client inquiries while meeting service expectations and deadlines.
• Review, audit, and validate payroll reports for accuracy, completeness, and compliance.
• Create standard and customized reports, including appropriate testing and validation.
• Support year-end payroll activities, including W-2 and report reprints, Social Security number corrections, and other assigned projects.
• Use CRM and payroll systems to document client interactions, maintain records, and support operational processes.
• Cross-train within Operations and Distribution to learn payroll processes, systems, and client support functions.
• Participate in a structured development path toward a future Client Success Partner role.
• Assist Operations leadership and senior team members with departmental initiatives, special projects, and process improvements.
• Collaborate with internal teams to support client needs and operational efficiency.
• Complete required training and ongoing professional development in payroll, HCM technology, company products, and industry practices.
• Maintain confidentiality of client and company information and build positive professional relationships.
• Manage multiple priorities in a fast-paced environment and communicate progress, challenges, and opportunities to Operations leadership.

Benefits

• Company-paid holidays (7 days).
• Paid time off (5 days).
• Accrued tiered vacation time.
• Paid volunteer time off (3 days).
• Birthday paid time off (1 day).
• Medical, dental, and vision coverage.
• Company-paid life insurance and short-term disability.
• Company-paid employee assistance plan.
• Monthly employee engagement events.
• Company-paid employee store.
• Fitness reimbursement.
• Semi-annual performance bonuses.
• 401(k) with employer matching contribution.
• Professional development reimbursement and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED