About this role
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