From the listing
About the role
Remote is looking for a Coordinator, Payroll Client Services to resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
The role focuses on providing timely responses via multiple channels, ensuring accurate diagnosis of payroll issues, and building a foundational understanding of payroll concepts and compliance.
What you'll do
- 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 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.
- Ensure accurate documentation of support tickets and case outcomes.
- Identify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency.
What they're looking for
- Build foundational understanding of payroll concepts and processes.
- Maintain professionalism and clarity in all written and verbal communication with customers.
- Follow internal workflows and support documentation to resolve cases consistently.
- Adhere to defined SLAs and operational guidelines.
- Learn payroll rules and compliance considerations in supported regions.
From the company page
Remote benefits
◉ Remote policy · in their words
“We work async at Remote which means you can plan your schedule around your life (and not around meetings).”
Pulled from their careers page · verified by Atlas
The hot takeJeff's read on Remote
Remote gets a RARE 5/5 on our remote emphasis scale. Everything about their careers page is THE model for how fully-remote companies should market themselves to prospects. The FIRST thing they talk about (in the freaking header) is their work-from-anywhere policy. Then they launch right into their asynchronous work style (and further reinforcement of their remote policy).With a company size of 1,000+, HOW are they still able to maintain this employee-first mentality? No companies are able to scale AND maintain this line.