Specialist, Payroll Client Services

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 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.

• 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.

• 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.

• 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.

• 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.
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