• The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world-class support and customer service for both internal teams and external customers. • In close collaboration with the Payroll Operations, Compliance, Implementation, Legal, and Tax teams, the Director will ensure a seamless, end-to-end payroll services process, delivering high-quality, compliant, and efficient payroll services across all regions. • The Director will also be responsible for defining and executing the overarching strategy for the services vertical, developing a scalable team to support business growth, and enhancing the service offerings to meet evolving client needs. • You will be reporting to the VP of Customer Experience

• You professionally handle incoming phone calls and represent our company externally. • You respond to inquiries from prospective and existing customers in a service-oriented and friendly manner. • You call back potential customers, clarify outstanding questions, and schedule appointments when appropriate. • You record customer concerns and forward them internally to the appropriate contact persons.

• Customer Support: Serve as the first point of contact for customers seeking product assistance, managing inbound support through HubSpot and ensuring every interaction leaves customers feeling heard, supported, and confident in their next steps. You’ll troubleshoot issues, guide users through solutions, and host live Zoom sessions when deeper walkthroughs or training are needed. • Product Expertise: Become deeply fluent in the Mongoose platform, helping customers and internal teams navigate features, integrations, and technical workflows. You’ll step into complex conversations when product depth is needed and act as a trusted resource across Support, Sales, and Customer Success. • Technical Troubleshooting: Investigate and resolve software, data, and integration-related issues, thinking creatively and analytically to identify root causes and workable solutions. You’ll simplify complex concepts so users of all backgrounds can understand what’s happening and what to do next. • Implementation Support: Assist customers with technical onboarding and integration work across both higher-ed systems (Slate, Salesforce, Blackbaud NXT, Ellucian) and general data environments (CSV, SFTP, APIs), helping ensure smooth setup and long-term success. • Customer Advocacy: Act as the voice of the customer internally, partnering with Product and Engineering to surface bugs, elevate feature requests, and influence product improvements that enhance the user experience. • Quality Partnership: Support QA efforts by testing new features, validating workflows, and identifying potential issues before release, helping ensure product updates land smoothly for customers. • Documentation & Enablement: Create and maintain technical documentation, support guides, release notes, and best practices that empower customers to self-serve and maximize the value of the platform. • Case Ownership: Manage support tickets end to end, tracking progress, coordinating internally, and maintaining clear communication so no customer feels stuck or left waiting. • Process Improvement: Reflect on recurring issues, support workflows, and customer friction points, recommending improvements that strengthen both the product experience and the support function over time.

• Define and execute the global strategic vision for the Payroll Client service experience, ensuring all service initiatives are aligned with broader company goals and scalable for rapid expansion. • Design and lead a high-performance, 24/7 service model that consistently exceeds SLAs and critical KPIs - including CSAT, response, and resolution times - by optimizing resource allocation and delivery channels while ensuring continuous first-line support. • Act as a thought leader within the organisation, driving innovation, transformation, and best-in-class service delivery across global payroll support services. • Foster and maintain strong cross-functional collaboration with Payroll Operations, Compliance, Legal, Tax, Implementation, and internal stakeholders to ensure integrated, efficient service delivery and business alignment. • Maximize operational efficiency by automating manual touchpoints and upskilling the team to handle more complex queries, minimizing Payroll Ops and cross-departmental dependencies. • Partner with Product and Engineering to translate customer friction into product requirements, directly improving the in-product payroll experience and native self-help features. • Lead and scale a global management team through proactive coaching and mentorship, focusing on developing future leaders and a culture of accountability. • Manage complex customer escalations and perform deep-dive root cause analysis to implement structural preventative measures. • Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral and participating in prospect meetings.