What you bring

• General knowledge of payroll practices and processes, with an understanding of country-specific regulations and terminology.
• Experience in handling high volume payroll queries, especially in relation to payroll tools, systems, or platforms.
• A strong focus on customer service excellence, with the ability to provide empathetic, accurate, and timely responses to internal stakeholders.
• Solid investigative skills to identify root causes of payroll-related issues and ensure accurate resolution or escalation.
• Clear and professional communication skills, both written and verbal, with the ability to explain complex information in a simple, user-friendly way.
• A proactive and collaborative mindset, comfortable working in a fast-paced, cross-functional environment.
• Writes and speaks fluent English.
• It's not required to have experience working remotely, but considered a plus.

Key Responsibilities

• Triage incoming support tickets, ensuring accurate routing, prioritization, and timely acknowledgment in alignment with service level agreements (SLAs).
• Handle payroll inquiries, providing clear, accurate, and prompt support on a range of topics including payslips, deductions, and tax documentation.
• Manage live messaging channels to support employees in real time, escalating issues when necessary.
• Maintain detailed and organized ticket documentation, ensuring all interactions and resolutions are logged accurately.
• Collaborate with Payroll Specialists and Operations teams to ensure smooth handover and resolution of complex issues.
• Identify recurring issues or trends and flag them for review to support continuous improvement in payroll processes and support workflows.
• Assist in maintaining internal knowledge base articles and FAQs to promote self-service and reduce repeat inquiries.