Client Support Associate
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Job Description
Client Support Associate providing support for HR and payroll inquiries. Join a remote team committed to exceptional client service and growth in a fast-paced environment.
Responsibilities:
- Provide timely, accurate, and professional support to clients via email and video calls
- Troubleshoot and resolve client inquiries related to HR and payroll products, ensuring clear explanations and solutions for any technical or functional challenges
- Offer support and guidance on navigating Employment Hero platform, ensuring clients understand how to use the system to meet their HR and payroll needs
- Provide assistance with payroll-related queries, including calculations, tax deductions, and compliance issues, in alignment with Canadian payroll regulations
- Work closely with the Implementation, Client Success, Risk and Compliance, Benefits teams, Finance, and Operations to ensure accurate and effective solutions for clients
- Maintain detailed and accurate records of client interactions and resolutions to ensure all issues are tracked and resolved effectively
- Act as a liaison between clients and internal teams, collecting feedback on system improvements and potential feature requests
- Contribute to the development and enhancement of internal processes, guides and manuals to improve support efficiency and client satisfaction
- Assist existing clients with KYC/ KYB when creating new accounts
- Generate and present monthly reports on implementation progress, client feedback, and potential risks to internal stakeholders
- Occasionally provide accurate and timely translations of written communications to support seamless interactions between stakeholders and clients.
Requirements:
- Knowledge of Canadian payroll
- 1+ years of client support or client management experience
- Exceptional organizational skills to juggle multiple tickets simultaneously
- Analytical mindset with the ability to generate reports, track key metrics, and analyze pipeline performance
- Excellent interpersonal and communication skills to build trust with clients and internal teams
- A proactive, solution-oriented mindset with a passion for delivering an outstanding client experience
- Tech savvy and possesses the ability to learn new platforms and software rapidly
- Experience working in a start-up or fast paced environment.
Benefits:
- You will work remotely, with the flexibility to own your time and impact
- You will access cutting-edge tools to amplify your work, knowledge and outputs
- You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
- You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
- You’ll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities
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