About OnPay

OnPay is a fast-growing software company headquartered in Atlanta, offering a modern cloud-based payroll, HR, and benefits solution for small to midsize businesses. Over the last year, our headcount has increased by 100%. We’re currently seeking talented and curious individuals to join our team. We want to hear from you if you are interested in joining an exciting and fast-growing company! 

This role will serve as a key member of the Client Success leadership team and will assist in defining strategic priorities for our Client Experience team to help improve core metrics such as NPS, retention, and client growth. You must also be passionate about developing and motivating a team that is responsible for assisting our clients with their payroll-related inquiries while maintaining excellent client satisfaction.

Role Responsibilities:

• Drafts, implements, and executes policies and procedures to facilitate a quality client experience
• Establishes performance metrics for client experience specialists
• Establishes service levels and requirements for the team
• Develops and implements methods to record, assess, and analyze client feedback
• Develops and implements training and quality assurance programs for new hires and experienced employees
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Acts as a liaison between the client experience team and other departments in the company
• Performs other related duties as assigned

Traits and Skills We Seek:

• Ability to manage multiple tasks simultaneously, going from technical/financial to client interaction with ease
• Superior interpersonal skills with the ability to work with various types of stakeholders
• Desire to make a meaningful impact at a fast-growing, exciting company
• Capacity to influence desired outcomes without direct authority
• Aspiration for personal career growth and development
• Self-discipline with a strong work ethic
• Critical thinker, continuous improvement mindset
• Detail-oriented and very organized
• Problem solver enjoys helping others
• Solid analytical skills, ability to learn at a fast pace

Education and Experience:

• At least 5+ years of experience managing a call center required
• Payroll knowledge required
• Experience with workforce management
• Bachelor’s degree is strongly preferred

Perks:

• A casual team-oriented environment with a solid work/life balance and flexible work options
• Stock Options
• Four weeks of paid time off plus paid holidays and generous Parental Leave
• Medical, Dental, Vision, 401(k), Short-term/Long-term Disability, and Life Insurance
• On-site training at our Ponce City Market HQ
• Stocked kitchen with a variety of snacks and drinks
• Ponce City Market employee discounts & more!

OnPay is an equal-opportunity employer. OnPay makes all employment decisions without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.