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