Coordinator, Payroll Client Services – Remote in Melbourne

Headquarters: Remote-Australia

About Remote

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform. If you are energetic, curious, motivated and ambitious, be part of our world.

The Position

The Coordinator, Payroll Client Services is responsible for resolving customer payroll inquiries and supporting smooth payroll operations. The role focuses on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently. Coordinators rely heavily on documentation and established escalation paths while developing foundational payroll expertise. Success at this level requires strong attention to detail, clear communication with customers, and the ability to follow structured operational processes. As Coordinators gain experience, they are expected to resolve a broader range of payroll inquiries independently and deepen their understanding of payroll systems and regulations.

Responsibilities

• Client Issue Resolution
  • 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.
• Customer Communication
  • 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.
• Operational Process Execution
  • 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.
• Learning & Knowledge Development
  • 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.

Practicals

• You’ll report to: Manager, Payroll Client Services
• Direct reports: No
• Team: Customer Experience – Payroll Client Services
• Location: Australia
• Start date: As soon as possible

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are 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

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. When in doubt you will default to action instead of waiting. Your life‑work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under‑represented group to apply, but we prioritize a sense of belonging. 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.

As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences.

At Remote, we embrace AI as a valuable tool while prioritising human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience.

Please note we accept applications on an ongoing basis.