Coordinator, Payroll Client Services

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.

• 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.

• 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.

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