Coordinator, Payroll Client Services

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. 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.

Tldr; Coordinators are expected to do core support work to a high standard. They focus on handling tickets with high quality and according to our CX core competencies. 100% focus on user facing work. 

Performance Emphasis: Emphasis on core metrics. Coordinators are expected to learn Payroll expertise and meet individual KPIs. Focus is on deepening product knowledge, providing excellent user experiences, and demonstrating positive Remote behaviours in the role. 

Key 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 Remote Customer Code.
• Gather necessary information to diagnose payroll issues accurately using the 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 customer understandable terms.
• Maintain professionalism and clarity in all written and verbal communication with customers.

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.

Benefits

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces