Service Operations Supervisor (On‑Site)

About the role

The Service Operations Supervisor manages client relationships, ensures seamless delivery of payroll and tax services, and supports on‑site operations. The role includes coordinating user setup, training, and acting as a liaison between clients and internal teams.

Key responsibilities

• Act as primary contact for an assigned group of clients, coordinating user set‑up and training on web‑based payroll and reporting platforms.
• Manage client accounts, drive retention strategies, and serve as liaison to ensure services align with department SOPs.
• Oversee payroll processing, review processed payrolls for accuracy, resolve errors, and monitor Payroll Specialists.
• Handle tax account registration, guide clients on payroll tax questions, and manage escalation of tax notices.
• Lead client meetings, identify service gaps, recommend product enhancements, and adjust administrative fees as needed.

Required profile

• High school diploma with 2‑4 years of experience in customer service, payroll, HRIS or related PEO/ASO/HCM environment.
• Previous supervisory experience with strong communication, time‑management, and decision‑making abilities.
• Ability to work onsite regularly, collaborate across teams, and handle high‑pressure client situations.

Required skills

• Proficiency in Microsoft Office applications (Outlook, Teams, Excel, PowerPoint).
• Experience with web‑based payroll systems and custom reporting software.