Customer Operations Team Lead

  • Operations
  • Poland - Kraków
  • Entry-level
  • Full-time

Papaya Global provides global workforce management solutions to companies operating in 140+ countries. Through our innovative technology, we allow our clients to manage their global payrolls, EoRs, and independent contractors in an efficient, secure, compliant, and cost-effective manner. Reporting to the SVP of Operations, you will be responsible for building, scaling, and managing a team of Customer Success and Payroll Operations personnel who are responsible for supporting a seamless onboarding experience for new clients and workers and ensuring data integrity on the Papaya platform. This position requires a person that is highly collaborative and innovative with a track record of relentless and effective execution and is excited to tackle some of Papaya’s most challenging opportunities for improving the customer experience and Papaya platform. Key Responsibilities • Manage a team of Customer Success, Payroll Operations and Implementation Payroll Operations Specialists and oversee the implementation of new projects on the platform and employ all efforts and resources toward their success.

Key responsivities:

  • Coach and develop your team to success, provide feedback as needed.
  • Manage team workload through Salesforce and platform reporting.
  • Ensure Salesforce tasks are completed within standard SLA.
  • Oversee audit projects as needed.
  • Train and mentor new hires on processes and procedures.
  • Document CS Operations processes and update changes as needed.
  • Fully understand the features and limitations of Papaya's entire suite of products and provide guidance to your team as we needed.
  • Act as an escalation point for your team and work internally to resolve client and platform data issues.
  • Complete team requests independently, using your judgement and problem-solving skills. • Navigate internal resources and get answers to your questions, addressing issues end-to-end in a timely manner.
  • Work closely and align with regional Implementation, Global Payroll Expert and Customer Success Team Leads to review tasks and professional development goals.
  • Represent Papaya in a professional manner internally to your team and externally to clients.
  • University degree or comparable level achieved through experience.
  • Prior experience in leadership, or mentorship.
  • Exceptional English written and verbal communication skills.
  • Strong team working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact.
  • Ability to manage each team members effectively and consistently.
  • Ability to effectively prioritize tasks and manage time, even under high- pressure situations.

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