Job Description

About Us

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

“Paychex is committed to the full utilization of all human resources and to a policy of equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis including, but not limited to, age, race, creed, color, national origin, citizenship, pregnancy, religion, sex, marital status, disability, genetic information, sexual orientation, gender identity, or veteran status.”

The Supervisor, Global Services I - leads client-support operations teams responsible for accurate, timely, and compliant execution of audit, data entry, workflow support, reporting, pre-onboarding, and business-unit support activities performed directly with clients, through back-and-forth client communication, or in support of client needs. This role requires foundational payroll knowledge to effectively guide team members, understand client-impacting workflows, support accurate issue resolution, and ensure service delivery aligns with payroll-related expectations. This role supports operational excellence by managing team performance, strengthening process adherence, identifying workflow improvements, and partnering with leadership across supported business units to enhance service delivery and reduce operational risk. The supervisor is expected to develop team members, promote accountability, protect confidential information, and support a consistent, high-quality client experience.

Shift: Flexible with business needs and supported operational coverage requirements.

Responsibilities

• Recruits, selects, hires, evaluates, coaches, and develops team members to support departmental performance, internal client needs, and employee growth.
• Leads client-support operations staff responsible for data entry, reporting, research, pre-onboarding support, quality control, workflow management, and other operational tasks completed directly with clients, through back-and-forth client communication, or in support of client needs.
• Establishes, monitors, and adjusts workflows to promote timely, accurate, and efficient processing while ensuring service expectations and quality standards are met.
• Partners with leaders across supported business units to communicate updates, clarify expectations, resolve operational barriers, and identify opportunities to improve service delivery and process effectiveness.
• Participates in, and leads special projects, as assigned by management, providing operational insight, status updates, and recommendations that support informed decision-making.
• Monitors team activity to ensure employees consistently follow approved procedures, compliance requirements, data privacy expectations, and quality standards so the organization remains audit-ready and avoids audit failures.
• Ensures team members maintain the product, workflow, and process knowledge needed to support clients, carriers, and internal partners while reinforcing consistent service behaviors that drive a high-quality client experience.
• Leads continuous improvement and professional development by identifying process enhancements, encouraging participation in training, supporting organizational initiatives, and remaining mindful of AI and automation opportunities that can improve efficiency, strengthen service delivery, and help meet company goals.

Qualifications

• More than 8 years of experience in customer service, preferably in payroll or related business services.
• More than 4 years of people leadership or team handling experience with responsibility for operational management, workflow oversight, or quality outcomes.
• Strong verbal, written, and listening skills with the ability to communicate clearly with team members, leaders, and cross-functional partners.
• Demonstrated analytical, problem-solving, and critical-thinking skills used to evaluate workflow trends, quality issues, audit findings, and operational risks.
• Effective interpersonal, coaching, collaboration, and team-building skills.
• Ability to lead and manage others through performance conversations, development planning, accountability, and change.
• Promotes information sharing, process consistency, compliance awareness, and continuous improvement.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, confidentiality, and service quality.

Education: Graduate

Live the Paychex Values

Not sure if you meet every requirement?

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us. Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.