Coordinator, Payroll Client Services
Headquarters: Remote-Australia
Location: Australia
Source: weworkremotely
About Remote
Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future-focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world.
With Innovation as one of our core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences, and culture to the table to help us build the best-in-class HR platform.
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.
Responsibilities
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 the Remote Customer Code.
- Gather necessary information to diagnose payroll issues accurately using 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 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.
Practicals
- Report to: Manager, Payroll Client Services
- Direct reports: No
- Team: Customer Experience - Payroll Client Services
- Location: Australia
- Start date: As soon as possible
Compensation
Annual Salary Range: $19,650 – $49,700 USD
Remote’s Total Rewards philosophy ensures fair, unbiased compensation and equity. We use geo-ranges to consider geographic pay differentials as part of our global compensation strategy. The actual base pay is dependent upon factors such as location, transferable skills, work experience, and business needs.
Benefits
- Work from anywhere
- Flexible paid time off
- Flexible working hours (we are async)
- 16 weeks paid parental leave
- Budget towards co-working spaces, learning, and wellness (including gym memberships)
- Mental health support services
- Stock options
- Home office budget & IT equipment
Application Process
- AI Interview
- Interview with recruiter
- Interview with team members
- Interview with future manager
- Bar Raiser Interview
- Prior employment verification check
How to Apply
- Please fill out the application form and upload your CV in PDF format.
- We kindly ask you to submit your application and CV in English.
- If you do not have an up-to-date CV, you may provide a link to your LinkedIn profile.
- For guidance on using AI during your application, please see Remote's AI guidelines.
Please note we accept applications on an ongoing basis.