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Salary: USD 19,650 - 49,700 / annual
Remote is a global HR platform that enables businesses of all sizes to recruit, pay, and manage international teams compliantly. The company operates across 6 continents with a fully distributed, asynchronous workforce.
The Coordinator, Payroll Client Services role is responsible for resolving customer payroll inquiries and supporting smooth payroll operations. This is a foundational customer-facing position focused on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently.
Key Responsibilities:
Client Issue Resolution: Resolve customer inquiries related to payroll processing, discrepancies, and platform usage via email, chat, phone, and other channels while meeting service level agreements (SLAs). Gather necessary information to diagnose payroll issues using available tools and documentation. 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 understandable terms. Maintain professionalism and clarity in all written and verbal communication.
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.
Coordinators rely heavily on documentation and established escalation paths while developing foundational payroll expertise. As they gain experience, they are expected to resolve a broader range of payroll inquiries independently and deepen their understanding of payroll systems and regulations.
Reporting to the Manager, Payroll Client Services with no direct reports. Part of the Customer Experience - Payroll Client Services team.
Remote offers flexible work arrangements including async-first operations, flexible paid time off, flexible working hours, 16 weeks paid parental leave, budget for co-working spaces and wellness, mental health support, stock options, and home office equipment budget.
Requirements: The posting emphasizes strong attention to detail, clear communication with customers, and the ability to follow structured operational processes. Candidates should be energetic, curious, motivated, and ambitious. English language proficiency is required as it is the standardized language at Remote. No specific years of experience, certifications, or educational requirements are explicitly stated in the posting.
