Client Support Representative Remote, US

About Netchex

Netchex is a leading cloud-based Human Capital Management (HCM) platform trusted by thousands of small and mid-sized businesses across the U.S. We centralize the entire employee lifecycle from recruiting and onboarding to payroll time tracking and benefits administration into a single intuitive mobile-friendly system. Our mission is simple: make HR and payroll easier for the businesses that power Americas workforce.

Were a remote-first team of builders problem-solvers and people-focused innovators and were just getting started.

Summary of the Role

As a Client Support Representative at Netchex youll be the trusted voice clients rely on when it matters most helping them navigate payroll cycles resolve system issues and get the most out of our HCM platform. Youll operate at the intersection of people process and technology owning the client experience from first contact to resolution. This role is ideal for someone who thrives in a fast-paced environment brings deep payroll or PEO knowledge to the table and is genuinely energized by helping clients succeed. You wont just answer questions youll build confidence drive adoption and be a critical part of how Netchex delivers on its mission every single day.

Key Responsibilities

• Deliver high-quality client-focused support across phone email and CRM/ticketing channels with a relentless focus on first-contact resolution.
• Respond to client inquiries promptly and accurately de-escalating concerns with professionalism and empathy while driving toward efficient outcomes.
• Own issue resolution end-to-end troubleshoot payroll discrepancies system workflows and configuration questions with precision and care.
• Maintain complete accurate documentation of client interactions issues and resolutions within the CRM to support reporting and trend identification.
• Identify recurring issue patterns and proactively contribute to internal knowledge bases FAQs and process improvements.
• Educate clients on Netchex system features workflows and self-service tools turning every interaction into a coaching moment that drives adoption.
• Partner with internal teams (Implementation Product Engineering) to resolve complex issues and ensure seamless client handoffs.
• Continuously deepen product knowledge through ongoing training certifications and team development initiatives.
• Contribute to team goals and take on additional responsibilities to support broader client success objectives.

What Were Looking For

• 3 years of experience in customer support payroll operations or client services.
• Payroll and/or PEO experience strongly preferred you know the landscape.
• Hands-on experience with payroll systems or HCM platforms (Netchex knowledge is a plus).
• Working knowledge of payroll cycles tax processing garnishments and deductions.
• Strong verbal and written communication skills clear confident and client-first.
• Sharp problem-solving instincts and the ability to juggle multiple priorities in a tech-driven environment.
• FPC or CPP certification (or demonstrated willingness to obtain) preferred.

About You

You lead with empathy clients feel heard not handled when they talk to you.
You thrive on accuracy and take pride in getting it right especially when payroll details are on the line.
Youre a natural communicator who can translate complex system logic into clear actionable guidance
You stay calm under pressure and approach escalations as opportunities to build trust.
Youre curious and self-driven always looking to level up your product knowledge and industry expertise.
Youre a team player who shares what you learn and helps the people around you succeed.
You care about outcomes not just activity first-contact resolution isnt just a metric for you its a standard.

Why Youll Love This Role

Real impact every day your work directly shapes how thousands of businesses experience payroll and HR.

A platform worth knowing Netchex is a best-in-class HCM solution and youll become an expert in it.

Growth is built in with certifications training and a team that invests in your development.

Collaborative culture youll partner with sharp mission-driven teammates who have your back.

Remote-friendly environment we trust our people to get the work done wherever they are.

Heres What Defines Us

Win Together One team. One mission. No silos.
Deliver Results No excuses. Just results.
Raise the Bar Better today. Stronger tomorrow.
Decide and Drive We dont wait for perfect. We move.
Bring the Energy Positivity fuels performance.

Equal Opportunity Employer

Netchex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability veteran status or any other characteristic protected by law.