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 RESPONSIBILITES: • Payroll & Functional Product Support • Payroll Domain & Statutory Compliance • Customer Communication & Customer Handling • Troubleshooting & Root Cause Analysis • Escalation & Cross-Functional Coordination • Knowledge Management & Process Improvement • Payroll Knowledge • Product / Technical Skills • Customer Handling & Behavioral Competencies