Hiring & Scaling for Support
Guide support leaders on hiring strategies to scale effectively as payroll businesses grow.
Overview
Guidance for Support Leaders & recommendations on hiring to ensure adequate support coverage as their payroll business grows. Your initial hiring priority should focus on someone capable of managing company enrollment and providing support throughout the alpha phase. The content below is based on our knowledge from Check’s internal support data and estimated expectations for our partners.
Support Metrics
Here are some key metrics to help you develop your hiring plan:
- Expect 400-500 tickets per month for every 10,000 payees on your platform.
- Each support rep should be able to support 8,000-10,000 employees on platform per month at scale. This generally takes 1-3 years to achieve. This means that you should start the hiring process once you approach around 2,000-4,000 employees on platform.
- Actual time spent on each ticket should be around 20 minutes. You should double this time to 40 minutes when planning for alpha as there will be a learning curve for your team.
Scaling Support Sample
# of Payees | # of Tickets / Month | Time Spent / Ticket in Hours | Target FTE Support Agent |
1000 | 50 | 16.67 | 0.10 |
2000 | 100 | 33.33 | 0.21 |
3000 | 150 | 50.00 | 0.31 |
4000 | 200 | 66.67 | 0.42 |
5000 | 250 | 83.33 | 0.52 |
6000 | 300 | 100.00 | 0.63 |
7000 | 350 | 116.67 | 0.73 |
8000 | 400 | 133.33 | 0.83 |
9000 | 450 | 150.00 | 0.94 |
10000 | 500 | 166.67 | 1.04 |
Plans to Hire
Here are some additional notes to help with capacity planning:
- Allow around 2 months to ramp any new team members and 1-2 months to post and fill the role.
- The first dedicated support person should in seat at 5,000 employees on platform.
- Ideal candidates should have experience in payroll, reporting, interpreting metrics, and a CRM system.
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Last updated on April 30, 2024