Coordinator, Payroll Client Services

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

📋 Description

• Address customer inquiries regarding payroll processing, discrepancies, and the functionality of our platform.

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

• Manage inquiries following established workflows, embodying Remote's values, and adhering to the Remote Customer Code.

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

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

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

• Keep customers informed about the status of their issues and timelines for resolution.

• Articulate payroll processes and platform functionalities in clear, comprehensible terms.

• Consistently adhere to internal workflows and support documentation.

• Identify recurring issues and gaps in documentation or processes.

• Develop a foundational understanding of payroll and familiarize yourself with payroll regulations and compliance standards for supported regions.

• Report directly to the Manager of Payroll Client Services; this position does not involve direct reports.

⛳️ Requirements

• Exceptional attention to detail.

• Ability to communicate clearly with customers.

• Proficiency in following structured operational processes.

• Capability to address customer payroll inquiries concerning processing, discrepancies, and platform usage.

• Skill in utilizing available tools, documentation, and customer information to diagnose payroll-related issues.

• Competence in adhering to defined workflows, escalation procedures, SLAs, and operational guidelines.

• Accuracy in documenting support tickets, issue details, and steps taken towards resolution.

• Willingness to learn payroll concepts, processes, regulations, and compliance requirements.

• Ability to leverage automation and AI tools.

• Submission of CV and application in English is required.

• Completion of a prior employment verification check.

🏝️ 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.

• Budget for home office setup and IT equipment.

• Support for achieving a healthy work-life balance.

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

• Interview accommodations available upon request.