Coordinator, Payroll Client Services

This is a fully remote position, open to applicants in Asia.

📋 Description

• Address customer inquiries concerning payroll processing, discrepancies, and platform usage.

• Engage with customers through email, chat, phone, and other channels while adhering to service level agreements (SLAs).

• Manage inquiries in accordance with established workflows, expectations, and the Remote Customer Code.

• Collect information and troubleshoot payroll issues utilizing available tools, documentation, and customer data.

• Refer complex cases to senior team members for further assistance.

• Record details of issues, resolution steps, support tickets, and case outcomes meticulously.

• Provide customers with prompt updates regarding issue status and resolution timelines.

• Clarify payroll processes and platform functionalities in easily understandable terms.

• Maintain professional and clear communication with customers, both in writing and verbally.

• Adhere to internal workflows, support documentation, and operational guidelines.

• Identify recurring issues and gaps in documentation or processes to enhance team efficiency.

• Develop foundational knowledge of payroll and familiarize oneself with regional payroll regulations and compliance considerations.

• Seek assistance from senior team members when faced with unfamiliar issues.

• Report directly to the Manager of Payroll Client Services; this position has no direct reports.

⛳️ Requirements

• Exceptional attention to detail.

• Ability to communicate clearly with customers.

• Capacity to follow structured operational processes.

• Proficiency in resolving customer payroll inquiries and platform usage issues.

• Skill in utilizing documentation, tools, and customer data to diagnose payroll issues.

• Capability to adhere to defined workflows and escalation procedures.

• Accuracy in documenting support tickets and case outcomes.

• Commitment to complying with service level agreements (SLAs) and operational guidelines.

• Foundational knowledge of payroll and eagerness to learn about payroll rules and compliance considerations in relevant regions.

• Automation and AI competencies are essential for every role.

• CV and application must be submitted in English.

• Previous employment verification is required.

🏝️ Benefits

• Work from any location.

• Flexible paid time off.

• Flexible working hours (we operate asynchronously).

• 16 weeks of paid parental leave.

• Budget allocated for co-working spaces, learning, and wellness (including gym memberships).

• Access to mental health support services.

• Stock options available.

• Home office budget and IT equipment provided.

• Emphasis on maintaining life-work balance.

• Employee resource groups (Women, Disability, Queer, Minorities in Tech).

• Workplace accommodations available upon request.