Associate, Payroll Client Services

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. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.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.

If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!

What this job can offer you

• An opportunity to continue build and advance your career in payroll and customer service, within a fast-paced, innovative company.
• Contribute to a company making a global impact on the future of work.
• Work closely with clients and internal teams, fostering a collaborative and supportive atmosphere that values innovation and teamwork.
• Opportunities for continuous learning and career development, with access to training programs and mentorship.
• Competitive compensation and benefits.

What you bring

• General knowledge of payroll practices and processes, with an understanding of country-specific regulations and terminology.
• Experience in handling high volume payroll queries, especially in relation to payroll tools, systems, or platforms.
• A strong focus on customer service excellence, with the ability to provide empathetic, accurate, and timely responses to internal stakeholders.
• Solid investigative skills to identify root causes of payroll-related issues and ensure accurate resolution or escalation.
• Clear and professional communication skills, both written and verbal, with the ability to explain complex information in a simple, user-friendly way.
• A proactive and collaborative mindset, comfortable working in a fast-paced, cross-functional environment.
• Writes and speaks fluent English.
• It's not required to have experience working remotely, but considered a plus.

Key Responsibilities

• Triage incoming support tickets, ensuring accurate routing, prioritization, and timely acknowledgment in alignment with service level agreements (SLAs).
• Handle payroll inquiries, providing clear, accurate, and prompt support on a range of topics including payslips, deductions, and tax documentation.
• Manage live messaging channels to support employees in real time, escalating issues when necessary.
• Maintain detailed and organized ticket documentation, ensuring all interactions and resolutions are logged accurately.
• Collaborate with Payroll Specialists and Operations teams to ensure smooth handover and resolution of complex issues.
• Identify recurring issues or trends and flag them for review to support continuous improvement in payroll processes and support workflows.
• Assist in maintaining internal knowledge base articles and FAQs to promote self-service and reduce repeat inquiries.

Practicals

• You'll report to: Manager, Payroll Client Services
• Team: [Payroll] - [Payroll Client Services]
• Direct reports: None
• Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify;
• Start date: As soon as possible

Application process

Roughly 1.5 hours across 6 weeks

1. Interview with recruiter
2. Interview with future manager
3. Interview with senior manager
4. Prior employment verification check