Background information about the job or company

Remote opens the vast potential of the world for every person, business, and country, building a world where every person and business truly belongs. We empower companies of all sizes to pay and manage full-time and contract workers around the world. Remote makes it easy to manage international payroll, benefits, taxes, stock options, and compliance in 50...

The Position

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.

Performance Emphasis:

Emphasis on core metrics. Coordinators are expected to learn Payroll expertise and meet individual KPIs. Focus is on deepening product knowledge, providing excellent user experiences, and demonstrating positive Remote behaviours in the role.

• 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.
• 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.
• 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.
• 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.