Manager, Client Experience

About OnPay OnPay is a fast-growing software company headquartered in Atlanta, offering a modern cloud-based payroll, HR, and benefits solution for small to midsize businesses. We’re currently seeking talented and curious individuals to join our team. We want to hear from you if you are interested in joining an exciting and fast-growing company! Learn more at OnPay.com We’re on a mission to combine excellent customer service with payroll expertise and superb technology — and we are scaling fast as we’ve just raised $100 million in growth funding led by Carrick Capital Partners. The Role This role will serve as a key member of the Client Success leadership team and will assist in defining strategic priorities for our Client Experience team to help improve core metrics such as NPS, retention, and client growth. You must be passionate about developing and motivating a team that is responsible for assisting our clients with their payroll-related inquiries while maintaining excellent client satisfaction. This position is based in Atlanta, GA, and requires being in the office at least two (2) days a week. Supervisory and Leadership Responsibilities: Recruit, interview, hire, and train staff to meet and exceed job expectations. Oversee the daily workflow, set clear goals and expectations, and manage the performance of the team. Coach and develop team members, providing continuous feedback, timely performance evaluations, and developmental opportunities. Develop and implement improved procedures and standards for the department, including establishing key performance indicators (KPIs) and accountabilities for achieving results. Foster an inclusive team environment. What You’ll Do Implement and execute policies and procedures to facilitate a quality client experience Establish performance metrics for client experience specialists Establish service levels and requirements for the team Develop and implement methods to record, assess, and analyze client feedback Develop and implement training and quality assurance programs for new hires and experienced team members Act as a liaison between the client experience team and other departments in the company Ensure policy compliance and involve the People & Culture team regarding employee relations when necessary Perform other related duties as assigned What You Bring: Ability to manage multiple tasks simultaneously, going from technical/financial to client interaction with ease Superior interpersonal skills with the ability to work with various types of stakeholders Desire to make a meaningful impact at a fast-growing, exciting company Capacity to influence desired outcomes without direct authority Aspiration for personal career growth and development Self-discipline with a strong work ethic Critical thinker, continuous improvement mindset Detail-oriented and very organized Problem solver enjoys helping others Solid analytical skills, ability to learn at a fast pace Education and Experience: At least 5+ years of experience managing a call center team required Prior Payroll experience required Experience with workforce management; Bachelor’s degree is strongly preferred Why OnPay? Market-leading product: OnPay consistently ranks among the highest-rated payroll solutions, earning top marks for usability, customer satisfaction, and support. Competitive compensation: Base salary + bonus + stock options = real upside for high performers. Comprehensive benefits: 4 weeks PTO + paid holidays, Medical/Dental/Vision, Short- & Long-Term Disability, Life Insurance, Fertility Benefits, Parental Leave, and a 401(k) with company match. Growth culture: Join a team with deep payroll expertise, modern SaaS momentum, and a genuine commitment to helping employees grow their careers. Client-first ethos: OnPay is built on a culture of transparency and service — from our transparent pricing to our commitment to making small business simpler. Location & Compensation Atlanta HQ | Flex Compensation includes a base sala