Customer Support Associate

About the Role

The Service Operations Associate supports the delivery of client services across payroll, HRIS, tax, and operational workflows. This entry-level role assists with accurate payroll processing, responds to routine client and employee inquiries, and helps ensure smooth day-to-day service execution in alignment with department procedures.

Responsibilities

• Support the service team by responding to routine client and employee inquiries with clear, timely information.
• Assist with troubleshooting basic issues in payroll systems, HRIS, reporting tools, and service portals, escalating more complex items to senior team members.
• Help maintain positive client relationships through professional communication and follow-up as directed.
• Assist with user setup tasks in client-facing systems, ensuring correct permissions and data entry.
• Help gather information needed for escalations and submit basic support tickets following documented procedures.
• Enter and validate standard payroll data such as new hire imports, timesheet files, and pay changes.
• Perform initial reviews of payroll data to identify missing information or obvious discrepancies, escalating issues as needed.
• Support payroll processing activities, including off-cycle runs or adjustments, under guidance from senior team members.
• Coordinate with Tax, Benefits, HR, and Operations teams to ensure seamless service delivery.
• Monitor shared inboxes, ticket queues, or dashboards to ensure timely handling of client and employee requests.
• Regular, on-site attendance is required due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities.
• Build, maintain, and promote relationships with team members, peers across disciplines, and other company team members to ensure effective coordination of communications and services.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Assist in maintaining team resources such as checklists, templates, and reference materials.
• Complete projects and other duties as assigned by supervisor.

Requirements

• High school diploma or equivalent combination of experience, skills, or education required.
• Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
• 1-2 years of experience in customer service, payroll, HRIS, or related PEO/ASO/HCM environment preferred.

Skills

• Communicates clearly and professionally in both written and verbal formats when interacting with clients, employees, and internal team members.
• Builds positive working relationships by being approachable, supportive, and responsive to others.
• Works effectively within a team environment and collaborates with colleagues to support shared goals.
• Open to learning new processes, systems, and procedures and adapts well to changes in workflow or priorities.
• Demonstrates flexibility in taking on a variety of tasks as assigned.
• Manages time effectively to meet deadlines in a fast-paced environment.
• Maintains organized work practices, including accurate documentation and consistent follow-up on assigned tasks.
• Follows through reliably to ensure work is completed accurately and efficiently.
• Demonstrates strong attention to detail when reviewing data, documents, and system entries.
• Identifies basic discrepancies and takes appropriate steps to correct or escalate them.
• Handles sensitive information with professionalism and maintains strict confidentiality in all work activities.
• Shows a strong work ethic and contributes to a positive, collaborative team culture.
• Works cooperatively with internal departments to help support smooth operations and coordinated workflows.
• Seeks guidance from senior team members when needed and proactively shares relevant information.
• Comfortable navigating HRIS, payroll systems, and digital tools with training and support.

Physical, Mental, & Communication Demands

Physical Demands

• Sedentary Work: Primarily involves sitting for extended periods while working at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a keyboard, mouse, calculator, printers, and other standard office equipment.
• Mobility: Occasional movement within the office to retrieve documents, access equipment, or collaborate with team members.
• Visual Acuity: Ability to review payroll data, system screens, and written documentation accurately, with reasonable accommodation as needed.
• Lifting & Carrying: Minimal physical effort required; may include handling files or light office materials.

Mental Demands

• Focus & Accuracy: Sustained concentration required to process payroll, review data, and ensure accuracy across multiple client accounts.
• Decision Making: Ability to make routine decisions using established policies, procedures, and guidelines.
• Attention to Detail: Consistently high level of accuracy needed when entering, reviewing, and validating payroll and HRIS information.
• Problem-Solving: Ability to identify errors, discrepancies, or system issues and take corrective action or escalate appropriately.
• Multitasking: Manage multiple client requests, payroll deadlines, and administrative tasks in a fast-paced environment.
• Stress Tolerance: Ability to remain calm and professional when working under deadlines or addressing client concerns.

Communication Demands

• Verbal Communication: Regular interaction with clients and internal teams to provide updates, resolve issues, and explain processes clearly.
• Written Communication: Ability to prepare clear and concise emails, notes, and documentation related to payroll, HRIS, and service requests.
• Interpersonal Skills: Ability to build positive working relationships and communicate professionally with individuals at varying levels of technical understanding.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.

Environmental Conditions

This position is performed in a professional office environment and requires regular use of computers and standard office equipment. The work setting is climate-controlled with typical office lighting and low to moderate noise levels. The role involves extended periods of screen time, in-person collaboration and meetings, and minimal exposure to physical hazards.

Benefits

• Health Insurance: Medical, dental, and vision coverage.
• Retirement Plan: 401(k) with company match.
• Paid Time Off: PTO, holidays, parental leave, and sick leave provided as required by applicable state law.
• Other Benefits: Life insurance, short-term disability, long-term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), identity theft protection, critical illness, accident, cancer, hospital protection, legal, and pet insurance.