Coordinator, Payroll Client Services

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 India.

As a Coordinator, Payroll Client Services, you’ll help customers navigate payroll questions and resolve standard issues accurately and efficiently. You’ll become a trusted point of contact across email, chat, phone, and other support channels while working within defined service standards. The role offers an opportunity to build strong foundational knowledge of payroll processes, systems, and regional compliance requirements. You’ll investigate discrepancies, document resolutions, and escalate complex cases through established workflows. As your expertise grows, you’ll take ownership of a broader range of inquiries and contribute to improving processes and documentation. You’ll work in a fully remote, globally distributed environment where clear communication, attention to detail, and proactive learning are highly valued.

Accountabilities

• Resolve customer inquiries related to payroll processing, payroll discrepancies, and platform functionality using established workflows, tools, and documentation.
• Provide timely and professional support through email, chat, phone, and other available channels while consistently meeting defined service-level agreements (SLAs).
• Gather relevant customer information, investigate issues accurately, identify appropriate resolutions, and escalate complex cases to senior team members when required.
• Keep customers informed about case progress, expected resolution timelines, and next steps using clear, accessible language.
• Explain payroll processes, requirements, and platform functionality in a way that is easy for customers to understand.
• Maintain accurate support tickets and clearly document issue details, investigations, actions taken, and resolutions.
• Follow operational procedures, support documentation, internal guidelines, and established escalation paths to ensure consistent service delivery.
• Develop a foundational understanding of payroll concepts, systems, processes, and compliance requirements across supported APAC markets.
• Identify recurring customer issues, documentation gaps, and process inefficiencies and raise them with the appropriate team members.
• Seek guidance proactively when encountering unfamiliar or complex situations while progressively expanding the range of issues that can be resolved independently.
• Contribute to a customer-focused culture by demonstrating professionalism, ownership, attention to detail, and a commitment to timely resolution.

Requirements

• Previous experience in customer support, client services, payroll operations, HR operations, or a related administrative or service-oriented environment is advantageous.
• Strong attention to detail and the ability to accurately follow structured processes when handling payroll-related information.
• Excellent written and verbal communication skills, with the ability to explain operational or payroll concepts clearly to customers.
• Strong problem-solving and information-gathering abilities, with a methodical approach to diagnosing customer issues.
• Ability to manage multiple cases and priorities while meeting defined SLAs and maintaining a high standard of service.
• Comfortable working with digital platforms, support tools, documentation, and customer information systems.
• Willingness and ability to learn payroll concepts, regional rules, compliance considerations, and new systems quickly.
• Strong sense of ownership, reliability, curiosity, and willingness to seek guidance when necessary.
• Ability to work independently in a fully remote and asynchronous environment while collaborating effectively with distributed teams.
• Availability to work 11:00 PM-8:00 AM UTC, corresponding approximately to daytime working hours across many APAC locations depending on the employee’s local time zone.
• Professional fluency in English is expected, as English is the standardized language used for internal and customer communication.

Benefits

• Annual full-time salary range of $19,650-$49,700 USD, with actual compensation determined by location, experience, skills, training, business needs, and market conditions.
• Fully remote work with the flexibility to work from anywhere.
• Flexible working hours within an asynchronous working culture.
• Flexible paid time off.
• 16 weeks of paid parental leave.
• Budget for coworking spaces, professional learning, wellness activities, and gym memberships.
• Mental health support services.
• Stock options.
• Home office budget and company-provided IT equipment.
• Opportunities for career growth, internal mobility, and professional development.
• Inclusive and globally distributed working environment with colleagues across multiple continents.
• Support for employee wellbeing and work-life balance, with autonomy to organize your working day around your life.