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Responsibilities
The Coordinator, Payroll Client Services is responsible for resolving customer payroll inquiries and supporting smooth payroll operations. The role focuses on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently. Coordinators rely heavily on documentation and established escalation paths while developing foundational payroll expertise.Success at this level requires strong attention to detail, clear communication with customers, and the ability to follow structured operational processes. As Coordinators gain experience, they are expected to resolve a broader range of payroll inquiries independently and deepen their understanding of payroll systems and regulations.ResponsibilitiesClient Issue ResolutionResolve customer inquiries related to payroll processing, discrepancies, and platform usage.Ensure timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs).Handle customer inquiries according to defined workflows and expectations, such as Remote values and Remote Customer Code.Gather necessary information to diagnose payroll issues accurately using the available tools, documentation and customer information.Escalate complex cases to senior team members following defined workflows.Document issue details and resolution steps clearly.Customer CommunicationProvide timely updates to customers regarding issue status and resolution timelines.Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.Maintain professionalism and clarity in all written and verbal communication with customers.Operational Process ExecutionFollow internal workflows and support documentation to resolve cases consistently.Ensure accurate documentation of support tickets and case outcomes.Adhere to defined SLAs and operational guidelines.Learning & Knowledge DevelopmentIdentify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency.Build foundational understanding of payroll concepts and processes.Learn payroll rules and compliance considerations in supported regions.Seek guidance from senior team members when encountering unfamiliar issues.PracticalsYou'll report to: Manager, Payroll Client ServicesDirect reports: NoTeam: [Customer Experience] - [Payroll Client Services]Location: EMEAStart date: As soon as possibleBenefitsOur full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:work from anywhereflexible paid time offflexible working hours (we are async)16 weeks paid parental leavebudget towards co-working spaces, learning and wellness (including gym memberships)mental health support servicesstock optionshome office budget & IT equipmentHow you’ll plan your day (and life)We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.If that sounds like something you want, apply now!How to applyPlease fill out the form below and upload your CV with a PDF format.We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
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