Coordinator, Payroll Client Services
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Job Description
Payroll client services coordinator resolving customer payroll issues for Remote, a global employment platform. Handling support workflows, SLAs, documentation, and escalations remotely from Indonesia.
Responsibilities:
- Resolve customer inquiries related to payroll processing, discrepancies, and platform usage
- Respond via email, chat, phone, and other channels within SLAs
- Handle inquiries according to defined workflows, Remote values, and the Remote Customer Code
- Gather information and diagnose payroll issues using tools, documentation, and customer information
- Escalate complex cases to senior team members
- Document issue details, support tickets, case outcomes, and resolution steps
- Provide customers with updates on issue status and resolution timelines
- Explain payroll processes and platform functionality in understandable terms
- Follow internal workflows and support documentation consistently
- Identify recurring issues and documentation or process gaps
- Build foundational payroll knowledge and learn supported-region payroll rules and compliance considerations
- Report to the Manager, Payroll Client Services; no direct reports
Requirements:
- Strong attention to detail
- Clear communication with customers
- Ability to follow structured operational processes
- Ability to resolve customer payroll inquiries related to payroll processing, discrepancies, and platform usage
- Ability to use available tools, documentation, and customer information to diagnose payroll issues
- Ability to follow defined workflows, escalation paths, SLAs, and operational guidelines
- Ability to document support tickets, issue details, and resolution steps accurately
- Ability to learn payroll concepts, processes, rules, and compliance considerations
- Ability to use automation and AI capabilities
- CV and application submitted in English
- Prior employment verification check
Benefits:
- work from anywhere
- flexible paid time off
- flexible working hours (we are async)
- 16 weeks paid parental leave
- budget towards co-working spaces, learning and wellness (including gym memberships)
- mental health support services
- stock options
- home office budget & IT equipment
- life-work balance support
- employee resource groups (Women, Disability, Queer, Minorities in Tech)
- interview accommodations upon request
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