The Coordinator, Payroll Client Services is responsible for resolving customer payroll inquiries and supporting smooth payroll operations. The role focuses on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently. Coordinators rely heavily on documentation and established escalation paths while developing foundational payroll expertise. Success at this level requires solid attention to detail, clear communication with customers, and the ability to follow structured operational processes. As Coordinators gain experience, they are expected to resolve a broader range of payroll inquiries independently and deepen their understanding of payroll systems and regulations.
Responsibilities
Client Issue Resolution
- Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
- Ensure timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs).
- Handle customer inquiries according to defined workflows and expectations, such as Remote values and Remote Customer Code.
- Gather necessary information to diagnose payroll issues accurately using the available tools, documentation and customer information.
- Escalate complex cases to senior team members following defined workflows.
- Document issue details and resolution steps clearly.
Customer Communication
- Provide timely updates to customers regarding issue status and resolution timelines.
- Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
- Maintain professionalism and clarity in all written and verbal communication with customers.
Operational Process Execution
- Follow internal workflows and support documentation to resolve cases consistently.
- Ensure accurate documentation of support tickets and case outcomes.
- Adhere to defined SLAs and operational guidelines.
Learning Knowledge Development
- Identify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency.
- Build foundational understanding of payroll concepts and processes.
- Learn payroll rules and compliance considerations in supported regions.
- Seek guidance from senior team members when encountering unfamiliar issues.
Practicals
- You'll report to: Manager, Payroll Client Services
- Direct reports: No
- Team: [Customer Experience] - [Payroll Client Services]
- Location: APAC
- Start date: As soon as possible
Application Process
1. AI Interview
2. Interview with recruiter
3. Interview with team members
4. Interview with future manager
5. Bar Raiser Interview
6. Prior employment verification check
How you'll plan your day (and life)
We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.
You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.
How to Apply
1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don't have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.