Responsibilities
- Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
- Ensure timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs).
- Handle customer inquiries according to defined workflows and expectations, such as Remote values and Remote Customer Code.
- Gather necessary information to diagnose payroll issues accurately using the available tools, documentation and customer information.
- Escalate complex cases to senior team members following defined workflows.
- Document issue details and resolution steps clearly.
- Provide timely updates to customers regarding issue status and resolution timelines.
- Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
- Maintain professionalism and clarity in all written and verbal communication with customers.
- Follow internal workflows and support documentation to resolve cases consistently.
- Ensure accurate documentation of support tickets and case outcomes.
- Adhere to defined SLAs and operational guidelines.
- Identify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency.
- Build foundational understanding of payroll concepts and processes.
- Learn payroll rules and compliance considerations in supported regions.
- Seek guidance from senior team members when encountering unfamiliar issues.
Requirements
- Strong attention to detail
- Clear communication with customers
- Ability to follow structured operational processes
Benefits
- Work from anywhere
- Flexible paid time off
- Flexible working hours (async)
- 16 weeks paid parental leave
- Budget towards co-working spaces, learning and wellness (including gym memberships)
- Mental health support services
- Stock options
- Home office budget & IT equipment
Work Arrangement
Remote (Worldwide) — APAC
Additional Information
- Location: APAC
- Start date: As soon as possible
- Application process: 1. AI Interview 2. Interview with recruiter 3. Interview with team members 4. Interview with future manager 5. Bar Raiser Interview 6. Prior employment verification check
- Remote's Total Rewards philosophy ensures fair, unbiased compensation and fair equity pay along with competitive benefits in all locations.
- Salary ranges are determined by role, level and location, and job titles may span more than one career level.
- Actual base pay depends on location, transferable or job-related skills, work experience, relevant training, business needs, and market demands.
- Remote fosters internal mobility as a key element of culture of employee growth and development.
- All compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.
- Full benefits & perks are explained in handbook at remote.com/r/benefits.
- We work async at Remote which means you can plan your schedule around your life (and not around meetings).
- You will be empowered to take ownership and be proactive.
- Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.
- Please fill out the form below and upload your CV with a PDF format.
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
- If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
- We encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply.
- We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team.
- During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.
- We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below.
- As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences.
- We accept applications on an ongoing basis.
