Remote: Coordinator, Payroll Client Services

Mosaec; Indonesia; Remote; IDR 351,898,000 - 890,043,000; Full time

Benefits offered by this job

Work from anywhere

Flexible PTO

Flexible hours

16 weeks paid parental leave

Co-working budget

Mental health support

Stock options

Home office budget

Job summary

Remote is hiring a Coordinator, Payroll Client Services to resolve payroll inquiries and support smooth payroll operations from Indonesia. You will learn payroll processes, follow established workflows, and escalate as needed in a global remote environment.

You'll work with documentation, adhere to SLAs, and grow payroll knowledge across regions while communicating clearly with customers. This full-time, remote role offers flexible hours and an emphasis on life-work balance.

Responsibilities

• Client Issue Resolution: Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
• Client Issue Resolution: Ensure timely responses via email, chat, phone, and other channels that meet SLAs.
• Client Issue Resolution: Escalate complex cases to senior team members following defined workflows.
• Client Issue Resolution: Document issue details and resolution steps clearly.
• Customer Communication: Provide timely updates to customers regarding issue status and resolution timelines.
• Customer Communication: Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
• Operational Process Execution: Follow internal workflows and support documentation to resolve cases consistently.
• Operational Process Execution: Ensure accurate documentation of support tickets and case outcomes.
• Operational Process Execution: Adhere to defined SLAs and operational guidelines.
• Learning & Knowledge Development: Identify recurring issues or gaps to improve team efficiency.
• Learning & Knowledge Development: Build foundational understanding of payroll concepts and processes.
• Learning & Knowledge Development: Learn payroll rules and compliance considerations in supported regions.
• Learning & Knowledge Development: Seek guidance from senior team members when encountering unfamiliar issues.

Job description

Headquarters: Remote-Indonesia

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.

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.

Practicals

• You'll report to: Manager, Payroll Client Services
• Direct reports: No
• Team: Customer Experience - Payroll Client Services
• Location: Indonesia
• Start date: As soon as possible

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• 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

How you'll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

Remote's Total Rewards philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay 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.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. 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.

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.

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 & People Enablement team on a case by case basis.

The annual salary range for this full-time position is $19,650 - $49,700 USD

EEO / Diversity statements

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. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

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.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here.

Please note we accept applications on an ongoing basis.