Payroll Client Services Specialist Lead

Remote is building the infrastructure that makes global payroll and employment possible for everyone, everywhere. Our team is made up of people who want to own a piece of that work, not just contribute to it. That work happens across six continents, only Antarctica left to go, entirely remote. It also requires real fluency with AI in every role, not just familiarity with it.

Remote is building the infrastructure that makes global payroll and employment possible for everyone, everywhere. Our team is made up of people who want to own a piece of that work, not just contribute to it. That work happens across six continents, only Antarctica left to go, entirely remote. It also requires real fluency with AI in every role, not just familiarity with it.

Our standards are high, and the ownership is total. You'll have the trust and space to find your own way to the best answer, and the support to see it through, because that's how we build things that actually work at this scale. In return, your career grows faster, because at Remote, growth is tied to results. We're founded on the principle that where someone lives should never limit what they can achieve, and we operate exactly that way.

The Senior Specialist, Payroll Client Services is a Tier 2 domain expert and operational owner for the UK and Ireland, responsible for resolving complex payroll issues and improving how the team operates. Senior Specialists handle ambiguous problems involving multiple systems, stakeholders, or regulatory requirements while maintaining country knowledge, monitoring operational health, developing team capability, and driving improvements through to measurable outcomes.

Success at this level means not only resolving difficult issues, but ensuring the assigned country or pod operates effectively and reducing the likelihood that similar issues recur.

• Tldr;
  Senior Specialists combine payroll support, Tier 2 expertise, and operational ownership. P3s handle complex work, own the health of an assigned country or pooled-country pod, support team capability, and deliver measurable improvements.
• Performance Emphasis:
  Balance of individual KPIs, complex case resolution, country or pod health, team enablement, and improvement impact. Behaviours should demonstrate increased autonomy, ownership, judgement, and cross-functional influence.
• What does this mean in practice?
• (1) Remote Values = demonstrate Remote values through ownership, care, collaboration, transparency, and effective decision-making
• (2) Individual KPIs = meet applicable performance targets while handling higher-complexity work
• (3) Innovations/Improvements/Team Goals = deliver measurable customer-experience, operational, or team improvements and contribute to PCST goals
• Rough guide to time investment:
  Customer-facing and operational delivery (80%) + team impact and innovations (20%). The balance may be adjusted with the Portfolio DRI according to country risk, demand, and agreed initiatives.
• Role in the portfolio model: P3s are normally assigned as a Country DRI or Pooled-Country Lead. They are accountable for ensuring the assigned area operates effectively, but are not expected to handle every ticket personally. Portfolio managers retain formal people, capacity, prioritisation, performance, and portfolio-risk accountability.

• Independently resolve complex or ambiguous payroll issues involving multiple workflows, systems, countries, or teams.
• Investigate root causes of recurring issues and drive actions that prevent recurrence.
• Manage sensitive customer situations and high-impact escalations while maintaining trust and clear communication.
• Coordinate investigations with Payroll Operations, Product, Engineering, Compliance, and other partners.
• Escalate critical or systemic risks to the Portfolio DRI and relevant P4 lead.

• Own the operational health of the assigned country or pooled-country pod.
• Maintain country knowledge, SOPs, payroll calculators, readiness materials, and escalation guidance.
• Monitor service performance, ticket trends, recurring issues, and emerging operational risks.
• Ensure operational decisions are made, actions are completed, and stakeholder commitments are followed through.
• Prepare the delivery team for legislative, product, process, payroll, and implementation changes.
• Provide regular performance, capability, and risk updates to the Portfolio DRI.
• Work with the…