Payroll Onboarding Specialist (6 month contract)

Xero•US: Remote, CO

2d•Hybrid

About The Position

As a Payroll Onboarding Specialist, you will help new Xero Payroll customers complete key onboarding milestones so they can run payroll with confidence. You will proactively reach out to customers, guide them through defined setup steps, and connect them to the right resources so they can keep moving toward their first successful pay run. Working within established onboarding playbooks, talk tracks, and workflows, you will provide clear next-step guidance and track customer progress accurately. Your focus will be on identifying when additional support is needed, ensuring small business owners overcome setup barriers early and build momentum from day one. You will work closely with Payroll Specialists and the wider payroll team to support a consistent, high-quality customer experience. Together, the team collaborates across internal channels, sharing customer feedback and observations to help improve onboarding content and the overall customer journey over time.

Requirements

Clear, confident communication skills with a natural ability to build rapport quickly with small business customers.
A background in customer-facing, onboarding, support, coordination, or service environments, preferably within tech or SaaS.
Strong organisation and prioritisation skills enable you to handle a high-activity environment while maintaining excellent quality and follow-through.
A practical problem-solving approach, allowing you to spot blockers early and know when to escalate complex scenarios.
An ability to explain payroll concepts or structured processes in a simple, straightforward manner using established guidance.
A genuine willingness to learn, take coaching, and continuously develop your knowledge of customer workflows.

Responsibilities

Guiding new customers through defined onboarding milestones and core configurations, including pay schedules and Autopay dates.
Utilising Salesforce and other internal systems to track customer progress, outreach activity, and setup milestones with strong data quality.
Identifying setup blockers early and escalating complex payroll scenarios to subject matter experts.
Continuously building your knowledge of Xero Payroll workflows through dedicated enablement and coaching from peers and leaders.