About the role
POSITION SUMMARY: We are looking for an experienced Senior Payroll Specialist – Product Support with strong hands-on knowledge of Indian Payroll, statutory compliance and payroll processing. The role will provide functional support to customers using a SaaS HRMS & Payroll platform and will act as a senior domain point of contact for complex payroll, compliance and product-related queries. The ideal candidate should combine strong payroll expertise with excellent customer communication, problem solving, ownership and customer-handling skills. The candidate must be able to understand a customer's business requirement, analyze the issue, explain the solution in simple business language, coordinate internally when required, and drive the case to closure within SLA.
ROLE OBJECTIVE:
- Provide accurate, timely and customer-focused functional support for payroll and HRMS-related queries.
- Use strong payroll-domain knowledge to identify the root cause of calculation, configuration, compliance and process issues.
- Handle complex and high-priority customer cases independently and take ownership until resolution.
- Act as a bridge between customers and internal Product, Development, QA and Operations teams.
- Improve customer experience through clear communication, proactive updates, effective troubleshooting and knowledge sharing.
- Contribute to product quality, UAT, knowledge base and continuous improvement initiatives.
KEY RESPONSIBILITES:
- Payroll & Functional Product Support
- Payroll Domain & Statutory Compliance
- Customer Communication & Customer Handling
- Troubleshooting & Root Cause Analysis
- Escalation & Cross-Functional Coordination
- Knowledge Management & Process Improvement
- Payroll Knowledge
- Product / Technical Skills
- Customer Handling & Behavioral Competencies
Requirements
REQUIRED EXPEREINCE & QUALIFICATION:
- Recommended experience: 2–5 years in Payroll Operations, Payroll Product Support, HRMS Support or a similar payroll-domain role.
- Strong practical knowledge of Indian payroll and statutory compliance.
- Experience supporting enterprise or high-headcount customers is preferred.
- Experience with SaaS-based HRMS/payroll products is preferred.
- Graduate degree in Commerce, Business Administration, HR, Finance or a related discipline preferred.
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