Coordinator, Payroll Client Services

RemoteCOM LLC; Pakistan; Remote; PKR 5,451,000 - 13,786,000; Full time

Benefits offered by this job

Remote work

Flexible PTO

Flexible hours

Parental leave

Coworking budget

Wellness 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. The role emphasizes learning payroll processes, documenting steps, and following established escalation paths in a fast-growing, async environment.

You will work with the Manager, Payroll Client Services to handle inquiries via email, chat, phone, and other channels, while contributing to knowledge base improvements and maintaining accuracy and customer focus.

Qualifications

• Strong attention to detail and clear communication are required.
• Ability to follow structured workflows and escalation paths.
• Willingness to learn payroll concepts and regulations.
• Develop foundational payroll understanding over time.

Responsibilities

• Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
• Ensure timely responses via email, chat, phone, and other channels meeting SLAs.
• Handle inquiries according to defined workflows and escalation paths.
• Gather information to diagnose payroll issues using available tools and data.
• Escalate complex cases to senior team members.
• Document issue details and resolution steps clearly.

Skills

Attention to detail

Clear communication

Process adherence

Customer service mindset

Job description

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 and all of our positions are fully remote.

With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.

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.

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 will report to: Manager, Payroll Client Services
• Direct reports: No
• Team: Customer Experience - Payroll Client Services
• Location: Pakistan
• Start date: As soon as possible

Application process

1. AI Interview
2. Interview with recruiter
3. Interview with team members
4. Interview with future manager
5. Bar Raiser Interview
6. Prior employment verification check

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

Benefits

Our full benefits & perks are explained in our handbook atremote.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.

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 & 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.