Payroll Support Specialist (d/f/m)

About the Role

Join a people-focused HR technology company that helps small and medium-sized businesses simplify complex, time-consuming work so they can concentrate on what matters most. The organization serves more than 15,000 customers and 1.5 million employees, with a team of about 1,500 people building products designed to be intuitive and useful from day one.

This position is based in Munich or Berlin and follows a hybrid setup, with three office days each week. Candidates located elsewhere in Germany may also work remotely.

Team Overview

The Customer Experience group works closely with teams across the business to keep customer feedback central to decision-making. The team uses data-led insights to improve the customer journey and help shape future product direction.

What You Will Do

As a Payroll Support Specialist, you will deliver specialist support to customers and ensure payroll questions are handled accurately and on time. The role includes managing difficult cases, carrying out manual calculations, supporting quality assurance, and partnering with other teams to improve workflows and the overall support experience.

• Offer advanced help with payroll processing, compliance matters, and system behavior.
• Make sure payroll practices align with internal standards and outside regulatory expectations.
• Keep track of changes in payroll rules and technologies, using that knowledge to improve customer experience and processes.
• Answer customer questions by email, callback, and live chat with clear, timely, and empathetic communication.
• Direct customers to self-help resources such as help center content and documentation.
• Handle several customer cases at once while prioritizing work effectively and resolving issues thoroughly.
• Work with Product, Compliance, Implementation, and Professional Services teams to investigate issues and build solutions.
• Help maintain and expand internal and customer-facing knowledge resources.
• Take part in cross-functional initiatives that improve payroll operations and support delivery.
• Draft and update help center articles and related guidance.
• Use analytical thinking to spot product or process gaps and suggest practical improvements.
• Stay effective under pressure, especially during busy cycles or escalations.
• Participate in training and ongoing development to keep payroll and product expertise current.
• Keep up with industry developments and regulatory updates to ensure high-quality support.

What We Are Looking For

• Strong experience and knowledge in payroll processing, compliance, and quality control.
• Excellent written and spoken communication skills, including the ability to manage conflict professionally.
• Good analytical and problem-solving ability for complex payroll cases.
• Solid time management and the ability to juggle multiple tasks or projects at once.
• A collaborative approach and experience working across different departments.
• Native-level German skills or C2-equivalent proficiency, plus fluent business English.

Working Model

This role is office-based for three days per week in the contracted office location, with the remaining days available for home working or in-office attendance by choice. Employees also receive 20 Flex Days per year to work remotely from other locations within Germany.

Benefits

• A competitive compensation package reviewed annually, including salary, benefits, and pre-IPO equity.
• 28 days of paid leave, plus an extra day after 2 and 4 years of service.
• One fully paid Impact Day each year to support environmental or social causes.
• Family leave, child support, mental health support, and sabbatical options.
• Team meals, cultural events, local Summer Sessions, year-end celebrations, healthy snacks, drinks, and a weekly catered lunch.

Equal Opportunity Statement

The employer promotes an inclusive workplace and values diversity across gender, civil status, family status, sexual orientation, religion, age, disability, education level, and race.