Director of Client Services growing tax - firm business through prospect development, consultative selling, and client expansion. Supporting Principals across service lines and traveling 50%+.
About the role
- Payroll client services coordinator resolving customer payroll inquiries for Remote’s global employment platform. Supporting compliant payroll operations through structured workflows, documentation, and escalations.
Responsibilities
- Resolve customer inquiries related to payroll processing, discrepancies, and platform usage
- Respond timely via email, chat, phone, and other channels in accordance with SLAs
- Handle inquiries according to defined workflows, Remote values, and the Remote Customer Code
- Gather information and diagnose payroll issues using available tools, documentation, and customer information
- Escalate complex cases to senior team members
- Document issue details, support tickets, case outcomes, and resolution steps
- Provide customers with updates on issue status and resolution timelines
- Explain payroll processes and platform functionality in understandable terms
- Maintain professional and clear written and verbal customer communication
- Follow internal workflows and support documentation consistently
- Identify recurring issues and documentation or process gaps to improve team efficiency
- Build foundational payroll knowledge and learn regional payroll rules and compliance considerations
- Seek guidance from senior team members on unfamiliar issues
Requirements
- Strong attention to detail
- Clear communication with customers
- Ability to follow structured operational processes
- Ability to resolve customer payroll inquiries related to payroll processing, discrepancies, and platform usage
- Ability to use tools, documentation, and customer information to diagnose payroll issues accurately
- Ability to follow defined workflows, escalation paths, SLAs, and operational guidelines
- Ability to document support tickets, issue details, and resolution steps clearly
- Foundational understanding of payroll concepts and processes
- Ability to learn payroll rules and compliance considerations in supported regions
- Ability to use automation and AI capabilities
- Submit application and CV in English
- Prior employment verification check
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
- life-work balance prioritized
- employee resource groups (Women, Disability, Queer, Minorities in Tech)
- accommodation support during interviews and beyond
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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