How to plan for payroll onboarding staffing
Plan effective payroll onboarding by hiring specialists and optimizing customer enrollment processes.
This guide outlines the baseline level of effort required to support payroll company onboarding, along with staffing recommendations to ensure your team can scale effectively as your payroll product grows.
Overview
As your payroll offering expands, one of your first and most critical support hires should focus on company enrollment. This role is typically filled by someone with prior onboarding experience in the payroll industry.
Early on, this hire will be hands-on—responsible not only for facilitating enrollment but also for shaping the customer experience. They should feel comfortable providing product feedback, as they’ll be closest to customer workflows and pain points.
Use the guidance below to inform your hiring plans and resourcing model.
Onboarding metrics and role expectations
These baseline benchmarks will help you scope team capacity and timelines:
- A fully ramped onboarding specialist should be able to support 50–100 company enrollments per month
- The target time to onboard each company is approximately 90 minutes
- Your first hire should be able to manage both onboarding and ongoing support for your initial 50–100 companies
- These estimates assume that 80% of the individual's time is dedicated to enrollments
Hiring and training guidance
- Responsibilities will include:
- Collecting customer credentials
- Coordinating and running initial payroll setup calls
- Ideal candidate profile:
- Payroll onboarding experience (preferred)
- Strong communication skills
- Comfortable working cross-functionally and communicating user feedback
- Timing:
- Budget 1–2 months to hire
- Plan for a 4–6 week training and shadowing period
Last updated on March 31, 2024