PEO Customer Success Specialist

About Niural

Niural is a modern global payroll platform that offers US Payroll, US PEO, Global EOR Global payroll, and Global Contractor management in a single unified platform powered by AI. Our next-gen HR and payroll platform provides a net new experience for small to large clients with its own payroll tax engine and modern payment rails. We are committed to redefining how companies operate in a new era of AI, creating truly global solutions that empower businesses to thrive in the digital economy.. We offer a collaborative, inclusive, and growth-oriented work environment.

Overview

We are seeking a detail-oriented and customer-focused PEO Customer Success Specialist with at least 2 years experience to serve as the primary contact for existing PEO clients. This role bridges payroll and benefits with exceptional customer service, ensuring client satisfaction, timely issue resolution, and smooth communication between customers and internal teams. CPP or FPC certification preferred.

Key Responsibilities

• Serve as the main point of contact for existing payroll clients, providing exceptional customer service and support.

• Maintain and build client relationship

• Respond to and resolve client inquiries related to payroll, taxes, and benefits in a timely and professional manner.

• Assist client employees with payroll and benefits-related questions

• Collaborate closely with internal teams (such as payroll operations, benefits, engineering, and sales) to investigate and resolve client issues efficiently.

• Maintain accurate client records, document interactions, and ensure compliance with internal processes and payroll regulations.

• Suggest workflow improvements to enhance accuracy, efficiency, and client experience. Work with engineering to provide feedback on client pain points and product improvements.

• Monitor payroll deadlines

• Review and audit payroll data for accuracy

• Audit monthly client payroll invoices

• Help build and maintain internal knowledge bases, FAQs, or client resources.

• Support clients during annual open enrollment

• Process and report new hires to the appropriate state agencies

• Monitor client tax setups and add new states to the client accounts when applicable

• Process EOR salary updates

• Process Canada and US EOR payrolls

• Assist payroll operations with special projects as needed

About You

You’ll thrive in this role if:

• You’re detail-oriented with strong organizational skills.

• You provide high-quality customer service and build strong client relationships.

• You communicate clearly and professionally across teams and with clients.

• You proactively identify issues and collaborate to resolve them.

• You are comfortable managing multiple responsibilities in a fast-paced environment.

Requirements

• At least 2 years of PEO payroll experience.

• Strong understanding of payroll processes, tax compliance, and benefits administration.

• Experience handling client inquiries related to payroll and benefits.

• CPP or FPC certification preferred.

• Experience with US and Canada payroll processing preferred.

• Ability to audit payroll data with strong attention to detail.