Job Description

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About the opportunity
The Customer Support Manager is responsible for overseeing the day-to-day operations of the Managed Services payroll support team to ensure efficient, compliant, and high-quality service delivery. This role focuses on leading operational excellence, managing customer relationships, supporting continuous improvement initiatives, and ensuring payroll services are delivered in accordance with agreed service levels, company standards, and compliance requirements.
The role requires a strong people leader with excellent customer service, operational management, and problem-solving skills. The Customer Support Manager acts as a key liaison between customers, internal stakeholders, and operational teams to ensure customer expectations are consistently achieved while driving productivity, quality, and team performance.
What you'll get to do
Leadership & Team Management
• Lead, coach, and manage the Managed Services team to ensure high levels of engagement, productivity, and service delivery performance.
• Provide ongoing mentoring, development, and performance management support to team members.
• Oversee workforce planning, resource allocation, recruitment, onboarding, and employee development activities.
• Foster a positive, collaborative, and customer-focused team culture.
• Ensure team members follow company policies, operational procedures, and customer service standards.
Customer Relationship Management
• Build and maintain strong relationships with customers and key stakeholders.
• Act as the main escalation point for customer operational issues and service concerns.
• Partner with customers and Customer Success teams to understand operational requirements and support strategic initiatives.
• Ensure timely and professional communication with customers regarding payroll operations, service updates, and issue resolution.
• Conduct root cause analysis and implement corrective actions to improve customer outcomes and service quality.
Operational Excellence & Service Delivery
• Manage daily payroll support operations to ensure services are delivered accurately, efficiently, and within agreed SLAs.
• Ensure payroll operations comply with company standards, payroll legislation, SOC1, ISO, and information security requirements.
• Drive continuous improvement initiatives to enhance operational efficiency, scalability, and customer experience.
• Standardise processes and implement operational controls to support consistent service delivery.
• Monitor operational performance metrics and prepare monthly and quarterly management reports.
• Collaborate with cross-functional teams to improve service delivery models and operational effectiveness.
• Support implementation and project activities by providing operational expertise and leadership throughout project delivery and customer go-lives.
Skills and experience we value
• Tertiary qualification in Business, Accounting, Human Resources, or related discipline preferred.
• Minimum 3 years’ experience in customer service, payroll operations, BPO, or shared services leadership roles.
• Strong understanding of Australian payroll and HR compliance requirements.
• Proven experience managing operational teams, customer relationships, and service delivery performance.
• Strong leadership, communication, analytical, and problem-solving skills.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Strong stakeholder management, presentation, and organisational skills.

What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process