Senior Payroll Specialist - Product Support

POSITION SUMMARY: We are looking for an experienced Senior Payroll Specialist – Product Support with strong hands-on knowledge of Indian Payroll, statutory compliance and payroll processing. The role will provide functional support to customers using a SaaS HRMS & Payroll platform and will act as a senior domain point of contact for complex payroll, compliance and product-related queries. The ideal candidate should combine strong payroll expertise with excellent customer communication, problem solving, ownership and customer-handling skills. The candidate must be able to understand a customer's business requirement, analyze the issue, explain the solution in simple business language, coordinate internally when required, and drive the case to closure within SLA.

ROLE OBJECTIVE:

• Provide accurate, timely and customer-focused functional support for payroll and HRMS-related queries.

• Use strong payroll-domain knowledge to identify the root cause of calculation, configuration, compliance and process issues.

• Handle complex and high-priority customer cases independently and take ownership until resolution.

• Act as a bridge between customers and internal Product, Development, QA and Operations teams.

• Improve customer experience through clear communication, proactive updates, effective troubleshooting and knowledge sharing.

• Contribute to product quality, UAT, knowledge base and continuous improvement initiatives.

KEY RESPONSIBILITES:

• Payroll & Functional Product Support

• Payroll Domain & Statutory Compliance

• Customer Communication & Customer Handling

• Troubleshooting & Root Cause Analysis

• Escalation & Cross-Functional Coordination

• Knowledge Management & Process Improvement

• Payroll Knowledge

• Product / Technical Skills

• Customer Handling & Behavioral Competencies

REQUIRED EXPEREINCE & QUALIFICATION:

• Recommended experience: 2–5 years in Payroll Operations, Payroll Product Support, HRMS Support or a similar payroll-domain role.

• Strong practical knowledge of Indian payroll and statutory compliance.

• Experience supporting enterprise or high-headcount customers is preferred.

• Experience with SaaS-based HRMS/payroll products is preferred.

• Graduate degree in Commerce, Business Administration, HR, Finance or a related discipline preferred.