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 Responsibilities

A. Payroll & Functional Product Support

• Provide functional support through calls, emails, chat, remote sessions and ticketing channels.
• Understand customer payroll processes, requirements and configurations before recommending a solution.
• Support customers during monthly payroll execution, payroll validation, approval and finalization.
• Troubleshoot salary calculation discrepancies, payroll processing errors, arrears, deductions, reimbursements and other payroll scenarios.
• Analyze payroll inputs, employee master data, salary structures, attendance/leave inputs and statutory deductions to identify the source of an issue.
• Guide customers on correct product processes and best practices without making unauthorized manual data corrections.
• Differentiate between product configuration issues, payroll-domain issues, user/process errors and potential product defects.
• Maintain complete and accurate ticket documentation, including issue summary, analysis, action taken, customer communication and resolution.

B. Payroll Domain & Statutory Compliance

• Demonstrate strong knowledge of Indian payroll processing and salary structures.

Understand CTC, gross salary, earnings, deductions, reimbursements, arrears, bonuses and other payroll components.

• Handle functional queries relating to PF, ESI, PT and LWF.
• Knowledge of Income Tax, TDS, Form 16 and Form 24Q.

C. Customer Communication & Customer Handling

• Communicate confidently and professionally with payroll administrators, HR teams, finance teams and senior customer stakeholders.
• Listen actively and ask relevant probing questions before concluding the cause of an issue.
• Convert complex payroll or product explanations into simple, customer-friendly language.

The rest of this description is on the employer’s own page.