Client Success Specialist

About the role

Client Success Specialists at 937 Payroll serve hundreds of area business owners with their human capital management needs, impacting thousands of employees. As a primary point of contact for assigned clients, you will help keep their payroll and HR operations running smoothly by responding to questions, resolving routine issues, coordinating account updates, communicating clearly, troubleshooting problems, and ensuring clients always know what happens next. This role is built around hospitality, ownership, and proactive service—listening fully, educating rather than blaming, keeping clients informed, and solving problems before they escalate.

Responsibilities

• Assist clients with payroll corrections, direct deposit issues, and off-cycle payroll questions.
• Review debit or credit notices, research causes, and explain next steps to clients.
• Follow up with clients even when no new information is available to reassure them their concerns are being addressed.
• Identify opportunities to improve clients' payroll practices and prevent future issues.
• Collaborate with the 937 Payroll leadership team to brainstorm service and operational process improvements.

Qualifications

This role might be for you if:

• You enjoy solving problems and thrive on difficult challenges. If you don’t know the answer, you research until you find it.
• You prioritize helping others and take satisfaction in making someone’s day better. You are patient, a good listener, and enjoy teaching.
• You pay attention to detail and believe anything worth doing is worth doing right—nothing falls through the cracks on your watch.
• You think on your feet, adapt quickly to change, and enjoy learning new things.
• You are willing to dig into agency rules, payroll tax issues, notices, and account details, understanding that the first answer isn’t always the final one.
• You communicate clearly in writing and verbally, can explain complex topics to anyone, and are comfortable with phone and written communication.
• You are motivated, driven, and take ownership of your work without waiting to be asked.

Requirements

• Minimum of 2–5 years of experience solving problems, researching issues, communicating with clients, or working in payroll, HR, accounting, compliance, or customer service.
• Bachelor’s Degree.
• Fundamental Payroll Certification (must be obtained within the first 9 months of employment).

Benefits

• Medical, dental, and vision insurance.
• 401k with employer match.
• Paid time off, major holidays, and floating holidays.
• Hybrid work model (subject to change).

Pay

• Hourly rate with additional pay for certifications, overtime, and an annual bonus.