Payroll Support Specialist

4 weeks ago

Bacoor, Philippines Oyster® Full time

Payroll Support Specialist (APAC) Join to apply for the Payroll Support Specialist (APAC) role at Oyster® . Location: All of Oyster’s positions are fully remote. This role requires you to be based within the APAC region . The Payroll Support Specialist II serves as an experienced, autonomous professional who manages complex payroll and employment inquiries across multiple jurisdictions. At this level, the Specialist II applies advanced knowledge to troubleshoot, optimize workflows, and contribute to scaling internal support processes. The role also provides guidance to junior team members and collaborates cross‑functionally to enhance customer and operational outcomes. Key Responsibilities Ticket Ownership: Manage end‑to‑end resolution of complex or high‑priority payroll support tickets for both customers and team members, ensuring accuracy and timely follow‑up. Cross‑Functional Collaboration: Analyze recurring issues and partner with Payroll Operations, Finance, Product, or other cross‑functional teams to design and implement corrective actions. Reporting & Insights: Create and maintain recurring and ad‑hoc payroll reports (e.g., pay run summaries, variance tracking, SLA metrics, and support trends) to provide insights for management and key stakeholders. Knowledge Management: Maintain and continuously improve internal knowledge articles, FAQs, and playbooks to support efficient case handling and team development. Escalation Management: Manage and lead live or scheduled escalation calls with customers and internal stakeholders, ensuring clear communication, accurate information sharing, and timely follow‑up on action items. Process Improvement: Identify process gaps and propose scalable improvements to enhance workflow efficiency and reduce operational risk. Data‑Driven Communication: Track key metrics and communicate trends to management to enable proactive decision‑making and continuous improvement. Representation & Advocacy: Represent Payroll Support in cross‑functional meetings related to policy, tooling, or compliance changes, ensuring support team perspectives are considered. Success Measures Customer Experience: Maintains Effort Score / CSAT ≥ 91% and Time to Resolution ≥ 65% within target thresholds. Ownership & Independence: Achieves ≥ 90% independent case closure (minimal supervisor intervention or reassignments to payroll specialist). Quality & Accuracy: Delivers accurate responses and reports (e.g., reconciliations, pension, or non‑standard requests) with

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