Coordinator, Payroll Client Services

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

📋 Description

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

• Communicate through email, chat, phone, and various other channels while adhering to service level agreements.

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

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

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

• Record issue details, support tickets, case outcomes, and the steps taken for resolution.

• Provide customers with prompt updates regarding the status of issues and timelines for resolution.

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

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

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

• Develop foundational knowledge of payroll and understand compliance considerations in the regions supported.

• Report to the Manager of Payroll Client Services; there are no direct reports.

⛳️ Requirements

• Exceptional attention to detail.

• Effective communication skills with customers.

• Capability to follow structured operational processes.

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

• Ability to utilize available tools, documentation, and customer information to accurately diagnose payroll issues.

• Competence in adhering to defined workflows, support documentation, SLAs, and operational guidelines.

• Skill in clearly documenting support tickets, issue details, and resolution steps.

• Willingness to learn payroll concepts, processes, rules, and compliance considerations in supported regions.

• Capability to escalate complex or unfamiliar cases in alignment with defined workflows.

• Application and CV must be submitted in English.

• CV in PDF format or a LinkedIn profile is required.

🏝️ Benefits

• Work from anywhere.

• 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 life-work balance.

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

• Interview accommodations available upon request.