Key skills
Communication
About this role
Role Overview
- 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
- gather necessary information to diagnose payroll issues accurately
- escalate complex cases to senior team members
- document issue details and resolution steps clearly
- provide timely updates to customers
- clarify customer questions related to payroll processes
- maintain professionalism in all communication
- follow internal workflows and support documentation
- ensure accurate documentation of support tickets
- adhere to defined SLAs and operational guidelines
- identify and bring up recurring issues or gaps in documentation or processes
- build foundational understanding of payroll concepts
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 (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces