Coordinator, Payroll Client Services
Remote
Job description
About Remote Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform. If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! The Position 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 strong 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. Tldr; Coordinators are expected to do core support work to a high standard. They focus on handling tickets with high quality and according to our CX core competencies. 100% focus on user facing work. Performance Emphasis: Emphasis on core metrics. Coordinators are expected to learn Payroll expertise and meet individual KPIs. Focus is on deepening product knowledge, providing excellent user experiences, and demonstrating positive Remote behaviours in the role. Key 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 Team: [Payroll] - [Payroll Client Services] Direct reports: None This is a full-time role with a fixed weekly schedule from Saturday through Wednesday. Candidates must be available to work weekends as part of their standard shift. Location: EMEA Start date: As soon as possible Application process Interview with recruiter Interview with future manager Interview with senior manager Prior employment verification check Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis. The annual salary range for this full-time position is $19,650—$44,200 USD Benefits Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters: work from anywhere flexible paid time off flexible working hours (we are async) 16 weeks paid parental leave mental health supp
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