Specialist, Payroll Client Services

Remote; Georgia; Remoto; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Remote is seeking a Specialist, Payroll Client Services who independently resolves customer payroll queries across assigned products and countries. You will combine payroll knowledge, sound judgement, and clear communication to deliver accurate, timely support and a positive customer experience.

Working within a dedicated team, you will manage your own cases, collaborate across functions, and provide coverage as a named Backup Specialist when needed.

Competenze

• Practical experience resolving payroll-related customer queries.
• Strong understanding of payroll processes and country requirements.
• Excellent written and verbal communication and problem-solving skills.

Mansioni

• Resolve routine and moderately complex payroll queries across products and countries.
• Diagnose root causes using system data and documentation.
• Maintain strong knowledge of payroll products and country requirements.
• Manage queue effectively to reduce ageing and communication gaps.
• Escalate complex issues with clear context and troubleshooting steps.
• Collaborate with cross-functional teams to resolve customer issues.
• Provide coverage as backup specialist and participate in knowledge sharing.

Descrizione del lavoro

The Position

The Specialist, Payroll Client Services independently resolves customer payroll queries and moderately complex discrepancies across assigned payroll products, processes, and supported countries. You will combine payroll knowledge, sound judgement, and clear communication to deliver accurate, timely support and a positive customer experience.

The Position

The Specialist, Payroll Client Services independently resolves customer payroll queries and moderately complex discrepancies across assigned payroll products, processes, and supported countries. You will combine payroll knowledge, sound judgement, and clear communication to deliver accurate, timely support and a positive customer experience.

Working within a dedicated-country or pooled regional delivery team, you will manage your own cases with minimal guidance, collaborate with cross-functional partners, and contribute practical improvements to documentation and workflows. You may also serve as a named Backup Specialist for an assigned country or pooled-country pod, helping maintain continuity during absences and periods of increased demand. This is a P2 individual-contributor role, primarily focused on customer-facing support. Success means meeting applicable individual KPIs, resolving moderately complex issues independently, deepening payroll expertise, and demonstrating Remote values through ownership, collaboration, and openness to feedback.

Working pattern: This is a Tier 1 Support role worked on a fixed shift at set times each day, so customers get help when they need it. Unlike most roles at Remote, async working does not apply to your shift. You will be working Sunday to Thursday.

Key Responsibilities

Payroll Support & Issue Resolution

• Independently resolve routine and moderately complex payroll queries and discrepancies across assigned products, workflows, or supported countries.
• Diagnose root causes using system data, process documentation, payroll knowledge, and information provided by customers.
• Maintain strong working knowledge of assigned payroll products, processes, and country requirements.
• Manage your queue effectively, keeping cases moving and reducing preventable ageing or gaps in communication.
• Escalate complex, ambiguous, high-risk, or systemic issues with clear context, supporting evidence, and a summary of troubleshooting completed.

Customer Communication

• Handle sensitive payroll requests with clarity, care, and professionalism.
• Explain payroll processes and resolutions clearly, anticipating follow-up questions and providing complete answers.
• Set realistic expectations and proactively communicate progress, dependencies, and next steps.
• Provide timely updates through supported channels in line with service-level expectations.

Cross-Functional Collaboration

• Partner with Payroll Operations, Product, Compliance, and other teams to investigate and resolve customer issues.
• Share accurate, complete information during escalations and investigations.
• Coordinate internal actions and customer expectations to support smooth payroll delivery.
• Identify recurring patterns that require P3 ownership or broader cross-functional investigation.

Backup Coverage & Knowledge Continuity

When Assigned As a Named Backup Specialist

• Maintain working knowledge of the relevant country or pod’s processes, standard operating procedures, and escalation guidance.
• Stay current through regular exposure to relevant tickets, escalations, and operational updates.
• Provide coverage for the P3 Country DRI or Pooled-Country Lead during planned and unplanned absences.
• Support complex cases and periods of increased demand, escalating appropriately where specialist input is needed.
• Participate in knowledge transfer, cross-training, and readiness reviews.
• Flag knowledge gaps, outdated documentation, and risks to continuity.
• Temporarily coordinate country activity when formally delegated, while the Portfolio DRI retains formal portfolio accountability.

Operational Improvement & Team Contribution

• Identify recurring contact drivers, documentation gaps, automation opportunities, and inefficient workflows.
• Update support documentation and workflows within agreed governance.
• Provide structured operational feedback to the relevant P3 DRI and cross-functional partners.
• Support onboarding and share knowledge with P1 Coordinators.
• Contribute to incremental improvements without being accountable for leading major strategic or cross-functional initiatives.

Skills & Experience

• Practical experience resolving payroll-related customer queries or operational discrepancies.
• Working knowledge of payroll processes and the ability to develop expertise across assigned products and supported countries.
• Strong troubleshooting skills, with the ability to interpret system data and documentation, identify likely root causes, and determine appropriate next steps.
• Sound judgement when handling sensitive issues, assessing risk, and deciding when to elevate.
• Clear written and verbal communication, including the ability to explain payroll processes in accessible language.
• Strong organisation and queue-management skills, with a consistent focus on accuracy, timeliness, and customer experience.
• Ability to work independently on standard and moderately complex cases while collaborating effectively with cross-functional teams.
• A proactive approach to knowledge sharing, documentation, continuous improvement, and feedback.

Scope & Decision-Making

• Works independently on standard and moderately complex cases, using judgement to select appropriate troubleshooting and escalation paths.
• May hold named backup responsibilities but does not normally own permanent country-level outcomes; permanent country accountability remains with the P3 DRI.
• Remains primarily focused on customer-facing delivery rather than strategic programme ownership.
• Builds readiness for P3 through complex problem-solving, deep country or domain expertise, mentoring, root-cause analysis, and sustained contribution to operational improvements.

What Success Looks Like

• Consistently meets applicable productivity, chat-adherence, and service-level expectations while managing increased complexity.
• Resolves customer issues accurately and independently, with clear communication and appropriate escalation.
• Maintains reliable case ownership and reduces preventable delays or silent cases.
• Deepens payroll expertise and provides dependable backup coverage when assigned.
• Contributes useful documentation and workflow improvements and shares knowledge with colleagues.
• Demonstrates Remote values through ownership, sound judgement, collaboration, and openness to feedback.