Job Description
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Payroll Implementation & Client Support Specialist
Remote | EST/ET Time Zone Coverage Required About the Company
The company provides payroll, HR, and workforce management software for businesses across various international markets. The platform helps organizations manage payroll, employee data, scheduling, compliance, and related HR processes more efficiently.
The company is growing its team and looking for a practical, client-focused Payroll Implementation & Support Specialist who can support new client implementations while also helping manage day-to-day non-technical support requests.
Role Overview
This is a dual implementation and support role. The successful candidate will help onboard new clients onto the platform, assist with payroll and HR configuration, support user training, and manage incoming non-technical support tickets.
This role is ideal for someone with payroll, HR, or workforce management software experience who enjoys working directly with clients, solving practical problems, and improving the client experience.
The position requires reliable coverage during Eastern Time business hours, with some flexibility during peak payroll periods or major implementation milestones.
Key ResponsibilitiesImplementation Support
- Assist with the implementation of new payroll and HR clients.
- Gather and document client requirements, including payroll rules, employee setup, departments, earnings, deductions, benefits, leave rules, and reporting needs.
- Configure client environments in line with agreed implementation plans.
- Support data collection, data validation, and migration activities.
- Assist clients with parallel payroll testing and user acceptance testing.
- Prepare implementation checklists, training materials, and client-facing documentation.
- Coordinate with technical team members where system configuration, data conversion, or development support is required.
- Track implementation tasks, risks, and outstanding client actions.
- Support go-live planning and post-go-live stabilization.
Payroll & Application Support
- Manage incoming non-technical support tickets during Eastern Time business hours.
- Triage tickets and determine whether issues are user guidance, payroll configuration, training, data, or technical matters.
- Resolve "how-to" questions and functional support requests directly where possible.
- Escalate technical issues clearly to the appropriate internal team with sufficient detail, screenshots, examples, and business impact.
- Monitor support ticket queues to ensure timely responses and follow-up.
- Help reduce overdue tickets by maintaining strong ownership and client communication.
- Identify recurring issues and recommend improvements to training, documentation, configuration, or product design.
- Support clients during payroll processing cycles, particularly where timing is sensitive.
- Maintain accurate notes in the ticketing system and ensure issues are properly categorized.
Client Communication
- Communicate with clients in a professional, clear, and helpful manner.
- Explain payroll and application processes in simple, practical terms.
- Set appropriate expectations on timelines, next steps, and escalations.
- Build trust with payroll administrators, HR users, finance teams, and client managers.
- Support client training sessions, webinars, or one-on-one walkthroughs as needed.
Process Improvement
- Help improve implementation templates, support procedures, knowledge base articles, and client guides.
- Work with the Operations Manager to identify bottlenecks in support and implementation workflows.
- Contribute to better ticket categorization, reporting, and support analytics.
- Share feedback with product and technical teams based on client usage patterns and recurring support themes.
Required Experience
- Experience in payroll, HR, workforce management, accounting, or business software support.
- Strong understanding of payroll processes, including employee setup, earnings, deductions, leave, pay cycles, and payroll review procedures.
- Experience working directly with clients in an implementation, onboarding, support, or customer success capacity.
- Ability to troubleshoot functional issues and distinguish between user, configuration, data, and technical problems.
- Strong written and verbal communication skills.
- Excellent attention to detail and follow-through.
- Comfortable working remotely and managing multiple client requests at the same time.
- Availability to provide support during Eastern Time business hours.
Preferred Experience
- Experience with payroll or HR software platforms.
- Experience supporting clients in Bermuda, Cayman, Caribbean, Canadian, UK, or similar payroll environments.
- Prior involvement in software implementations, data migration, or client onboarding.
- Experience using ticketing or CRM systems such as Zoho Desk, Zendesk, Freshdesk, HubSpot, Salesforce, or similar.
- Familiarity with payroll compliance, employee benefits, statutory deductions, or HR administration.
- Experience creating user guides, training materials, or knowledge base content.
Key Skills
- Payroll process knowledge
- Client support and relationship management
- Implementation coordination
- Functional troubleshooting
- Clear written communication
- Ticket triage and prioritization
- Training and user guidance
- Detail-oriented follow-through
- Practical problem-solving
- Ability to work independently in a remote environment
Work Setup Remote - Hired staff is required to have a stable and reliable internet connection with at least 20MBPS for both download AND upload speed
- Must work from 9PM to 6AM PHT
- Equipment will be provided by the company
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only
