Coordinator, Payroll Client Services - APAC

About the Company

Remote specializes in simplifying global employment, enabling organizations worldwide to recruit, pay, and manage international teams compliantly and effortlessly. Operating asynchronously across six continents, the company embodies innovation by integrating automation and AI capabilities throughout every role, fostering an inclusive environment where diverse experiences contribute to creating a best-in-class HR platform.

Role Overview

The Coordinator, Payroll Client Services role centers on addressing payroll-related customer inquiries and ensuring the seamless execution of payroll functions. This position emphasizes mastering payroll procedures, support workflows, and resolving common client issues through adherence to documentation and escalation protocols. The ideal candidate should demonstrate meticulous attention to detail, clear and professional communication, and a commitment to following structured operational practices. Growth in this position involves independently handling more complex payroll matters and expanding knowledge of payroll systems and regulatory frameworks.

Key Responsibilities

• Resolve client questions concerning payroll operations, discrepancies, and platform navigation.
• Respond promptly across various channels including email, chat, and phone to meet predefined service levels.
• Adhere to established workflows and uphold company values and customer service standards.
• Collect necessary data and utilize tools and documentation to accurately identify payroll problems.
• Escalate challenging cases to experienced team members following prescribed procedures.
• Document case details and resolutions comprehensively.
• Communicate updates and clarifications to clients in accessible language while maintaining professionalism.
• Follow internal workflows and maintain consistent resolution approaches.
• Accurately record support tickets and outcomes while complying with operational and SLA requirements.
• Identify recurring issues or documentation gaps to suggest process improvements.
• Develop foundational knowledge of payroll principles, regional compliance, and related regulations.
• Seek assistance from senior personnel when confronted with unfamiliar challenges.

Additional Details

• Reporting Line: Manager, Payroll Client Services
• Team: Customer Experience - Payroll Client Services
• Work Location: APAC region (fully remote)
• Start Date: As soon as possible

Application and Review Process

• Initial AI-assisted interview
• Recruiter screening
• Team member interviews
• Interview with prospective manager
• Bar Raiser interview
• Verification of prior employment

Compensation Philosophy

Remote's compensation strategy ensures equitable and competitive pay above local market rates, taking into account geographic pay differentials to support global hiring. Salary ranges depend on role, level, location, and individual qualifications, with a typical annual base salary spanning from $19,650 to $49,700 USD for this full-time position. The company promotes internal mobility backed by a fair compensation review process.

Benefits and Perks

• Flexible remote working from any location
• Flexible paid time off and working hours enabled by asynchronous workflows
• Parental leave of 16 weeks
• Budgets for coworking spaces, learning, and wellness including gym memberships
• Mental health support services
• Equity stock options
• Home office budget and necessary IT equipment

Work Culture and Values

Remote embraces asynchronous work allowing employees to organize their schedules around personal life priorities. Team members are encouraged to take ownership, act proactively, and maintain a strong work-life balance.

Diversity and Inclusion

The company prioritizes a sense of belonging and supports underrepresented groups through Employee Resource Groups. Accommodations are available during hiring and employment, with an emphasis on equitable and respectful treatment of all employees.

How to Apply

• Submit an application with a PDF resume or LinkedIn profile in English.
• Applications are accepted on a rolling basis.