About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance (learn more about how it works). We're backed by A+ investors and our team is world-class, literally and figuratively, as we're all scattered around the world.

Please check out our public handbook to learn more about our culture. We encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply. You can also check out independent reviews by other candidates on Glassdoor. If this job description resonates with you, we want to hear from you!

All of our positions are fully remote. You do not have to relocate to join us!

How we work

We love working async and this means you get to do your own schedule.

We empower ownership and proactivity and when in doubt default to action instead of waiting.

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Payroll Client Services Specialist, joining our joining our Payroll Client Services team.

The Payroll Client Services Specialist at Remote is mainly focused on supporting our users and customers with Payroll related queries and also general queries. Different team members within this team, contributes to different specialized projects, to ensure we utilize the key unique skills that each member contributes.

Key responsibilities

• Act as the next point of contact for customer queries unresolved by Tier 1, ensuring prompt responses via email and timely resolution to our customers.
• Manage and resolve customer escalations promptly, joining video calls to provide expert insight and reassurance.
• Dive deep into complex Italian payroll queries.
• Champion collaboration between Payroll Operations and Payroll Client Services, making sure the tier 1 team is aware of how payroll was processed and potential issues before pay day.
• Write training materials and deliver training sessions to educate Tier 1 specialists, boosting their skills and confidence.
• Stay up-to-date with country legislation and maintain internal knowledge base.
• Ensure all client requests, from calculations to mock payslips, are met promptly and professionally.
• Foster a culture where the team is adept at finding independent solutions, optimizing the use of our extensive internal knowledge base.

About the ideal candidate:

• Deep understanding of Italian Payroll with minimum of 3 years of experience in managing payroll end-to-end, with a proficient understanding of payroll best practices.
  • Experience in French or Polish payroll is a plus.
• Analytical mindset and excellent problem-solving abilities, particularly in handling complex tickets, escalations and customer calls.
• Ability to adapt to a fast-paced, international work environment, with a focus on improving work processes and enhancing team efficiency.
• Fluent in English, comfortable with largely asynchronous work, and proficient in using collaboration tools like Slack for team communication and problem-solving.
• Demonstrated ability to mentor and support team members, coordinate with Payroll Operations for smooth payroll run handovers, and manage escalations effectively.
• It's not required to have experience working remotely, but considered a plus.

Practicals

• You'll report to: Manager, Payroll Client Services
• Team: Payroll
• Location: EMEA
• Start date: As soon as possible

Application process

1. (async) Profile review
2. Interview with recruiter
3. (async) Small challenge
4. (async) Challenge Review
5. Interview with future manager
6. Interview with Senior Manager
7. Prior employment verification check(s)
8. (async) Offer

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