Coordinator, Payroll Client Services - APAC

<div class="content-intro"><h2><strong>About Remote</strong></h2> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.<br><br><span class="discussion-id-2f7cb4da-dab4-8068-a80f-001c50b2d808 suggestion-update notion-enable-hover" data-token-index="0">With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.</span><br><br>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.</span></div> <div>&nbsp;</div> <div><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!</span></div></div><h3>The Position</h3> <p>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. As Coordinators gain experience, they are expected to resolve a broader range of payroll inquiries independently and deepen their understanding of payroll systems and regulations.</p> <h3>Responsibilities</h3> <p><strong>Client Issue Resolution</strong></p> <ul> <li>Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.</li> <li>Ensure timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs).</li> <li>Handle customer inquiries according to defined workflows and expectations, such as Remote values and <a href="https://app.notion.com/p/Remote-Customer-Code-1bdcb4dadab480aea3e7fc56dea0e01f?pvs=21">Remote Customer Code</a>.</li> <li>Gather necessary information to diagnose payroll issues accurately using the available tools, documentation and customer information.</li> <li>Escalate complex cases to senior team members following defined workflows.</li> <li>Document issue details and resolution steps clearly.</li> </ul> <p><strong>Customer Communication</strong></p> <ul> <li>Provide timely updates to customers regarding issue status and resolution timelines.</li> <li>Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.</li> <li>Maintain professionalism and clarity in all written and verbal communication with customers.</li> </ul> <p><strong>Operational Process Execution</strong></p> <ul> <li>Follow internal workflows and support documentation to resolve cases consistently.</li> <li>Ensure accurate documentation of support tickets and case outcomes.</li> <li>Adhere to defined SLAs and operational guidelines.</li> </ul> <p><strong>Learning &amp; Knowledge Development</strong></p> <ul> <li>Identify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency.</li> <li>Build foundational understanding of payroll concepts and processes.</li> <li>Learn payroll rules and compliance considerations in supported regions.</li> <li>Seek guidance from senior team members when encountering unfamiliar issues.</li> </ul> <h2>&nbsp;</h2> <h2><strong>Practicals</strong></h2> <ul> <li><strong>You'll report to:</strong> Manager, Payroll Client Services</li> <li><strong>Direct reports:</strong> No</li> <li><strong>Team:</strong> [Customer Experience] - [Payroll Client Services]</li> <li><strong>Location</strong>: APAC</li> <li><strong>Start date:</strong> As soon as possible</li> </ul> <h2><strong>Application process</strong></h2> <ol> <li>AI Interview</li> <li>Interview with recruiter</li> <li>Interview with team members&nbsp;</li> <li>Interview with future manager</li> <li>Bar Raiser Interview</li> <li><a href="https://www.notion.so/Veremark-Remote-96e108c037b8423cbd4c3f07a1f9b38b">Prior employment verification check</a>&nbsp;</li> </ol><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>Remote's <a href="https://www.notion.so/remotecom/people-Total-Rewards-1945bce8d3924ece9421ba8630f57b0c">Total Rewards philosophy</a> is to ensure fair, unbiased compensation and fair <span class="link-annotation-unknown-block-id-1691622878">equity</span><span class="discussion-level-1 discussion-id-f2a82bc4-09e4-4a71-ad93-755b1d26a690 notion-enable-hover" data-token-index="3"> pay </span>along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.</p> <p>At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.&nbsp; We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.<br><br>Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.<br><br><em data-stringify-type="italic">At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards &amp; People Enablement team on a case by case basis.</em></p></div><div class="title">The annual salary range for this full-time position is</div><div class="pay-range"><span>$19,650</span><span class="divider">&mdash;</span><span>$49,700 USD</span></div></div></div><div class="content-conclusion"><h2><strong>Benefits</strong></h2> <div class="p-rich_text_section"> <div class="p-rich_text_section"><span style="font-size: 12pt;">Our full benefits &amp; perks are explained in our handbook at&nbsp;<a class="c-link" href="http://remote.com/r/benefits" target="_blank" data-stringify-link="http://remote.com/r/benefits" data-sk="tooltip_parent">remote.com/r/benefits</a>. As a global company, each country works differently, but some benefits/perks are for all Remoters:</span></div> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">work from anywhere</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">flexible paid time off</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">flexible working hours (we are&nbsp;<a class="c-link" href="https://remote.com/async" target="_blank" data-stringify-link="https://www.notion.so/remotecom/Working-Async-at-Remote-80c01cd443ad4c77a8ceaef7c5fba5d0" data-sk="tooltip_parent">async</a>)</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">16 weeks paid parental leave</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">budget towards <a href="https://app.notion.com/p/remotecom/Benefits-Perks-1e48a5869c274f40910b76d405b92f63?source=copy_link#3accb4dadab48025b7a6dbc23bc47504" target="_blank">co-working spaces, learning and wellness</a> (including gym memberships)</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">mental health support services</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">stock options</span></li> <li style="font-size: 12pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-size: 12pt;">home office budget &amp; IT equipment</span></li> </ul> </div> <h2><strong>How you’ll plan your day (and life)</strong></h2> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at <a href="https://remote.com/async" target="_blank">remote.com/async</a>.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your <strong>life-work balance</strong> is important and you will be encouraged to put yourself and your family first, and fit work around your needs.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If that sounds like something you want, apply now!</span></p> <h2><strong>How to apply</strong></h2> <ol> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Please fill out the form below and upload your CV with a PDF format.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong data-stringify-type="bold">We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.</strong></span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif; text-align: left;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.</span></li> </ol> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask &amp; encourage anybody who needs an accommodation to request one from their recruiter.<br></span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity.&nbsp;We look forward to meeting candidates who balance innovation with genuine expertise and experience.&nbsp;To learn more about Remote's AI guidelines check see&nbsp;<a href="https://www.notion.so/remotecom/Guidelines-on-using-AI-when-applying-for-a-job-at-Remote-11ccb4dadab4805f80a7c73b6567bd8f" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.notion.so/remotecom/Guidelines-on-using-AI-when-applying-for-a-job-at-Remote-11ccb4dadab4805f80a7c73b6567bd8f&amp;source=gmail&amp;ust=1733927526443000&amp;usg=AOvVaw2sIVooKuyGfRra1PtGXreV">here</a>.&nbsp;</span><br><br><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><em>Please note we accept applications on an ongoing basis.&nbsp;</em></span></p></div>