PEO Customer Success Specialist, Broker Partners

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 of experience to serve as the primary contact for PEO clients who come to Niural through our broker partners. This role is dedicated to our broker partner book and bridges payroll and benefits with exceptional customer service, ensuring client satisfaction, timely issue resolution, and smooth communication between clients, their brokers, and internal teams. CPP or FPC certification preferred.

Key Responsibilities

Serve as the main point of contact for PEO clients serviced through broker partners, providing exceptional customer service and support

Build and maintain strong relationships with both clients and their brokers

Coordinate with brokers on client needs, escalations, renewals, and open enrollment, keeping them informed while respecting the client relationship

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

Assist client employees with payroll and benefits related questions, including eligibility, enrollment, and qualifying life event changes

Review benefit deductions on payroll for accuracy and work with the benefits team to resolve discrepancies

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

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

Suggest workflow improvements to enhance accuracy, efficiency, and the client and broker 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 and broker resources

Support clients and brokers during annual open enrollment

Process and report new hires to the appropriate state agencies

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

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 relationships with clients and brokers

You understand how the broker relationship works and how to balance client and broker expectations

You can confidently explain benefits concepts to clients and employees

You communicate clearly and professionally across teams, with clients, and with brokers

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

Experience supporting clients sold or serviced through benefits brokers or a PEO broker channel

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

Working knowledge of employee benefits, including medical, dental, vision, life, FSA, HSA, 401(k), and COBRA

Understanding of open enrollment, eligibility rules, qualifying life events, and pretax versus post tax deductions

Experience handling client and broker 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

Compensation

$60K to $80K