Coordinator, Payroll Client Services

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

📋 Description

• Address customer questions regarding payroll processing, discrepancies, and platform utilization.

• Respond promptly via email, chat, phone, and other communication channels in line with Service Level Agreements (SLAs).

• Manage inquiries following established workflows, Remote values, and the Remote Customer Code.

• Collect information and troubleshoot payroll issues using available resources, documentation, and customer data.

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

• Record details of issues, support tickets, case resolutions, and steps taken to resolve them.

• Provide customers with updates regarding the status of their issues and expected resolution timelines.

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

• Maintain professional and articulate communication with customers in both written and verbal forms.

• Consistently adhere to internal workflows and support documentation.

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

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

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

⛳️ Requirements

• Exceptional attention to detail.

• Ability to communicate clearly with customers.

• Capability to adhere to structured operational processes.

• Proficiency in resolving customer payroll inquiries related to payroll processing, discrepancies, and platform usage.

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

• Competence in following prescribed workflows, escalation procedures, SLAs, and operational guidelines.

• Ability to clearly document support tickets, issue specifics, and resolution steps.

• Foundational knowledge of payroll concepts and processes.

• Capacity to learn payroll regulations and compliance considerations for supported regions.

• Proficiency in utilizing automation and AI tools.

• Submit application and CV in English.

• Previous employment verification check 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 initiatives (including gym memberships).

• Access to mental health support services.

• Stock options available.

• Home office budget and IT equipment provided.

• Emphasis on life-work balance.

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

• Accommodation support during interviews and beyond.