Payroll Rapid Response Specialist

GoTeam

Manila

On-site

PHP 279,000 - 335,000

Full time

4 days ago

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Benefits offered by this job

Laptop + second monitor

HMO for 1 dependent

Life insurance

Vacation & Sick Leave

Wellness programs

Salary loan access

Referral bonus

Job summary

GoTeam is hiring a Payroll Rapid Response Specialist to quickly resolve payroll issues for U.S. clients from Cebu, Philippines. The role starts onsite for 2 months, then shifts to a hybrid arrangement.

Expect a high-volume support environment with a focus on frontline payroll resolution and precise handoffs to the appropriate teams. Ideal candidates have 2+ years in payroll processing or payroll customer service, strong communication, and experience with CRM systems like Salesforce.

Qualifications

At least 2 years of experience in a high-volume call center or customer support
At least 2 years of payroll processing or payroll customer service experience
Working knowledge of payroll calculations, deductions, direct deposit, employee maintenance, and reporting
Experience resolving payroll questions and system issues during the first client interaction
Experience using a CRM or case-management system (Salesforce a plus)
Strong verbal communication and active-listening skills, with sound judgment on escalation and security risk

Responsibilities

Handle a high volume of inbound client calls and support requests
Resolve lower-complexity payroll questions, employee maintenance, and processing-status checks on the spot
Walk clients through deadlines, standard reports, self-service navigation, password resets, and check, direct-deposit, or deduction inquiries
Create a service case when a request can't be closed on the call
Document the client's request, troubleshooting completed, and recommended next steps clearly
Assign unresolved cases to the client's designated CSR and set clear expectations on follow-up

Skills

Payroll knowledge

Customer support

CRM experience

Communication

Escalation judgement

Tools

Salesforce

Cloud contact center

Job description

Payroll Rapid Response Specialist (Up to ₱25,000-₱30,000 | 2 months Onsite then Hybrid | FREE AI Certification)
Cebu, Philippines | 8:00 PM – 5:00 AM PHT | Monday to Friday

Are you the person people count on to fix a payroll problem the moment it comes in? As a Payroll Rapid Response Specialist, you'll be the first voice clients hear when something needs fixing fast — from a stuck direct deposit to a locked employee profile. You'll support a payroll and HR technology team serving businesses across the U.S., resolving what can be solved on the spot and setting up a clean handoff for anything that needs deeper digging.

This hybrid role is built for someone who thrives on variety and a fast pace. You'll juggle a high volume of calls, use your payroll know-how to think on your feet, and know exactly when to solve it yourself versus loop in the right team. If you like the rush of solving problems quickly and take pride in getting people unstuck, this is your kind of work.

YOU'RE LIKELY A STRONG FIT IF YOU HAVE

At least 2 years of experience in a high-volume call center or customer support environment
At least 2 years of payroll processing or payroll customer service experience
Working knowledge of payroll calculations, deductions, direct deposit, employee maintenance, and reporting
Experience resolving payroll questions and system issues during the first client interaction
Experience using a CRM or case-management system (Salesforce a plus)
Strong verbal communication and active-listening skills, with sound judgment on escalation and security risk

STRONG SIGNALS

Experience supporting multiple payroll platforms or client groups
Hands-on experience with Salesforce and a cloud-based contact center platform
Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)

RESPONSIBILITY PILLARS

Frontline Payroll Resolution

You own the first call, every time.

Handle a high volume of inbound client calls and support requests
Resolve lower-complexity payroll questions, employee maintenance, and processing-status checks on the spot
Walk clients through deadlines, standard reports, self-service navigation, password resets, and check, direct-deposit, or deduction inquiries

Case Documentation and Handoff

You make sure nothing falls through the cracks.

Create a service case any time a request can't be closed on the call
Document the client's request, troubleshooting completed, and recommended next steps clearly
Assign unresolved cases to the client's designated CSR and set clear expectations on follow-up

Risk Awareness and Continuous Improvement

You protect the client and sharpen the process.

Verify client identity and authorization before discussing confidential payroll or employee data
Escalate urgent, high-risk, or security-related issues per procedure, and flag anything that looks fraudulent
Stay current on payroll procedures and product updates, and flag recurring issues that call for better documentation or training
Pitch in during peak payroll periods, quarter-end, and year-end

ABOUT GOTEAM

GoTeam is a people-first outsourcing company that connects Filipino professionals with global career opportunities. We provide long-term roles, competitive benefits, career development support, and access to AI upskilling through Project 100K – AI Certification for the Philippines.

At GoTeam, you are not just applying for a job. You are joining a community built around growth, purpose, wellness, and future-ready work.

Benefits of GOTEAM

Accelerate Your Personal Growth

Company-provided laptop + second monitor
Industry-best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds reimbursement)
Option to enroll up to 4 additional dependents via salary deduction
₱1M life insurance coverage
Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization
5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)
Salary loan access (post-regularization)
Employee discounts, raffles, and Day-1 welcome gift
Opportunity to win a trip to Bali through company programs

Live Your Purpose