Senior Payroll Support Specialist

OnTheClock LLC•Clinton Township, MI

8d•$85,000•Hybrid

About The Position

We’re looking for a Senior Payroll Support Specialist to join OnTheClock, a growing SaaS company focused on time tracking, scheduling, and embedded payroll for small and mid-sized businesses. In this role, you’ll be a trusted resource for customers and internal teams, supporting complex payroll and time tracking needs, including failed payrolls, quarterly and annual tax filings, and ongoing account health across phone, ticket, and chat channels. At OnTheClock, we’re continuing to expand the tools we offer to help small businesses run better and pay their teams with confidence. Our long-term goal is to reach one million users, and payroll support plays a critical role in that mission. You’ll collaborate closely with Support, Product, Engineering, Customer Success, and Sales to provide high-touch, personalized support for more complex payroll customers, apply payroll and compliance knowledge to real-world scenarios, proactively identify risks, and surface insights that help improve our product, processes, and customer experience. You’ll do this in an environment that values trust, growth, and strong collaboration, supported by competitive pay, great benefits, and clear opportunities for career progression. This is a hands-on, fast-paced role ideal for someone who enjoys problem-solving, clear communication, and taking ownership of customer outcomes. As OnTheClock grows, this role offers a defined career path with opportunities to deepen payroll and compliance expertise, expand influence across teams, and progress into more senior or specialized roles over time within a team that values development, accountability, and long-term success.

Requirements

One plus year of customer service experience
Three plus years of experience working with a payroll solution within a support-facing role or equivalent
Passion for problem-solving and helping support OnTheClock’s customer experience
Excellent verbal and written communication skills
Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation
Comfortable learning technical concepts and documenting steps to reproduce
Ability to multitask

Nice To Haves

Experience with Salesforce or Zendesk (CRM) style ticketing systems
Familiarity with SLA’s and obtaining solutions through knowledge-based articles and help libraries
De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics

Responsibilities

Support customers with in-depth payroll inquiries, failed payrolls, and time tracking issues, including quarterly and annual tax filings.
Provide high-touch, personalized assistance to larger or more complex payroll customers following implementation, ensuring accuracy and confidence.
Proactively monitor payroll accounts to ensure they are in good standing, resolve “needs attention” items, and prevent payroll failures.
Provide timely, high-quality troubleshooting support across phone, ticket, and chat channels, meeting service-level expectations while resolving platform-related questions and issues.
Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage.
Participate in product training, releases, and beta testing; surface customer feedback, trends, and recurring issues to the Support Manager to support ongoing product and experience improvements.