Coordinator, Payroll Client Services

Client Issue Resolution

Resolve 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 Communication

Provide 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 Execution

Follow 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 Development

Identify 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.

Practicals

You'll report to

Manager, Payroll Client Services

Direct reports

No

Team

Customer Experience - Payroll Client Services

Location

: EMEA

Start date

As soon as possible

Application process

Interview with recruiter

Interview with future manager

Interview with team members

Bar Raiser Interview

Prior employment verification check

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay locally competitive rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hire globally.

Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The interviewer will share further details with the candidate on the more restricted pay range for the role in line with their specific location. The individual pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, internal parity and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

The annual salary range for this full-time position is $19,650 to $44,200.