Coordinator, Payroll Client Services

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Coordinator, Payroll Client Services based in United Kingdom.** This role supports customers with payroll-related questions and helps ensure smooth, accurate, and timely payroll operations. You will resolve standard inquiries, investigate discrepancies, and guide customers through payroll processes and platform functionality. The position is ideal for someone who enjoys structured problem-solving, clear communication, and delivering reliable customer support. You will work within established workflows, documentation, and service-level expectations while building your payroll expertise. As you grow in the role, you will take ownership of increasingly complex cases and develop a deeper understanding of payroll systems, processes, and compliance requirements. You will join a fully remote, internationally distributed and asynchronous environment where collaboration, continuous learning, automation, and AI-enabled ways of working are encouraged. ### Accountabilities - Resolve customer inquiries related to payroll processing, discrepancies, platform usage, and standard payroll workflows, using available tools, documentation, and customer information to identify accurate solutions. - Respond to customers through email, chat, phone, and other support channels within established service-level agreements, keeping customers informed about issue status and expected resolution timelines. - Gather and assess the information needed to diagnose payroll issues, follow defined support workflows, and escalate complex or unfamiliar cases to senior team members through established escalation paths. - Explain payroll processes and platform functionality clearly and professionally, adapting communication so that customers can easily understand the information provided. - Maintain accurate and complete support documentation, including ticket details, investigation steps, customer communications, and resolution outcomes. - Follow operational guidelines, internal documentation, and established procedures consistently to ensure reliable and compliant case handling. - Identify recurring customer issues, documentation gaps, and process inefficiencies, raising relevant observations to help improve team knowledge and operational effectiveness. - Build foundational knowledge of payroll concepts, supported-country payroll rules, compliance considerations, and internal systems while seeking guidance from experienced colleagues when needed. - Work closely with the Payroll Client Services team and relevant internal stakeholders to contribute to consistent customer experiences and continuous improvement. ### Requirements - Experience in customer service, customer support, payroll support, operations, call center environments, or another role involving structured issue resolution and direct customer interaction. - Strong attention to detail and the ability to follow documented processes, workflows, and service-level requirements accurately and consistently. - Clear and professional written and verbal communication skills, with the ability to explain operational or payroll-related information in an accessible way. - Strong problem-solving and information-gathering abilities, with the judgment to recognize when an issue can be resolved independently and when it should be escalated. - Comfortable learning new systems, tools, payroll processes, and compliance requirements, with a proactive approach to developing deeper subject-matter expertise. - Ability to manage multiple customer inquiries while maintaining accuracy, organization, responsiveness, and a high standard of customer service. - Comfortable working independently in a fully remote and asynchronous environment, while collaborating effectively with distributed international teams. - Willingness to work the required schedule of 8:00 AM–5:00 PM UTC, corresponding approximately to 9:00 AM–6:00 PM UK time or 10:00 AM–7:00 PM in the Netherlands and several other Central European locations. - Professional fluency in English and the ability to work effectively in an international customer-facing environment. - Legal eligibility to work in the country from which you will perform the role and the ability to meet applicable employment requirements. ### Benefits - Annual full-time salary range of **$19,650–$44,200 USD**, with the final offer determined by location, experience, transferable skills, relevant training, business needs, and market conditions. - Fully remote work, enabling you to work from anywhere within the applicable employment regions. - Flexible paid time off and flexible working hours within an asynchronous working model. - **16 weeks of paid parental leave** to support employees and their families. - Mental health support services and wellbeing resources. - Stock options, providing an opportunity to participate in the long-term success of the organization. - Learning and development budget to support professional growth and skills development. - Home office budget and IT equipment to support an effective remote working environment. - Budget for local in-person social activities or coworking spaces. - An international, distributed work environment with colleagues across multiple continents and cultures. - A culture focused on ownership, autonomy, innovation, continuous learning, automation, and AI-enabled ways of working. - Opportunities to expand your payroll expertise and take on increasingly complex customer and operational responsibilities as you grow in the role.