Associate, Payroll Client Services at Remote

The 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.