Associate, Payroll Client Services at Remote

Remote

  • Kenya
  • Permanent
  • Full-time
  • 1 month ago
Remote opens the vast potential of the world for every person, business, and country, building a world where every person and business truly belongs. We empower companies of all sizes to pay and manage full-time and contract workers around the world. Remote makes it easy to manage international payroll, benefits, taxes, stock options, and compliance in 50…Associate, Payroll Client ServicesThe Associate, Payroll Client Services provides payroll support and guidance, managing complex multi-country payroll issues and high-volume client inquiries while ensuring compliance and excellent service. The role blends technical payroll expertise with proactive client communication and cross-functional collaboration.Key Requirements
  • Experience supporting payroll processing (end-to-end or selected steps) or equivalent support experience.
  • Solid understanding of payroll fundamentals with working knowledge of regional compliance basics
  • Experience in client-facing or support roles, with the ability to manage routine inquiries and escalate complex cases when needed.
  • Strong analytical mindset and attention to detail for reviewing payslips, identifying discrepancies, and supporting issue investigation.
  • Comfortable working in fast-paced, international environments, with a willingness to learn and adapt.
  • Strong communication skills: fluent in English, proficient in written and verbal communication, and comfortable using tools such as Slack, Zendesk, and spreadsheets.
  • Team player who collaborates effectively across departments and contributes to positive team outcomes.
  • Ability to learn and support multiple payroll-related products, applying product-specific workflows and guidance with support from Specialists (P3).
Key Responsibilities
  • First-line support: Serve as the initial contact for employee and client inquiries related to payroll, providing clear and timely responses.
  • Triage incoming support tickets, ensuring accurate routing, prioritization, and timely acknowledgment in alignment with service level agreements (SLAs).
  • Manage live messaging channels to support employees in real time, escalating issues when necessary.
  • Multi-product support: Provide frontline support across multiple payroll-related products, following defined procedures and escalating product-specific complexities to Specialists when required.
  • Regional support: Apply regional payroll requirements independently for standard cases; collaborate with P3 Specialists on complex compliance questions.
  • Issue handling: Manage routine and moderately complex cases, escalating advanced or high-impact issues to Payroll Specialists or Payroll Operations as appropriate.
  • Client interaction: Participate in customer calls when support is needed and collaborate with Customer Experience and other teams to deliver a smooth service experience.
  • Cross-functional collaboration: Work with Payroll Operations, Customer Experience, and other teams to support timely and accurate payroll cycles.
  • Documentation: Maintain detailed records of inquiries, resolutions, and updates in support tools and contribute to internal knowledge materials.
  • Continuous improvement: Identify recurring issues and suggest small process enhancements to improve efficiency and reduce escalations.
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