Customer Support Specialist – Payroll

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage a high volume of incoming requests via phone and email.

• Oversee approximately 200–400 support tickets monthly while ensuring SLA performance and customer satisfaction (CSAT).

• Address payroll inquiries, offer guidance, and proactively resolve customer issues.

• Adhere to guidelines, standard operating procedures (SOPs), and verification protocols for the secure handling of confidential payroll data.

• Work collaboratively with Internal Support and other departments concerning payroll and accounting inquiries.

• Evaluate account setups within Push and aid workflows related to government agencies.

• Utilize established processes and escalation procedures as necessary.

• Develop and update knowledge-base articles and self-service resources.

• Achieve or surpass quarterly targets for quality, productivity, SLA, and CSAT.

• Partner with internal teams to enhance payroll-rule knowledge and documentation.

• Maintain a balance of speed and accuracy in a high-volume customer support setting.

• Keep abreast of legislative changes and apply knowledge of multi-province payroll compliance.

⛳️ Requirements

• Minimum of 2 years of payroll experience.

• Post-secondary diploma or degree in Accounting.

• Solid understanding of Canadian payroll regulations and legislation.

• Basic knowledge of accounting principles.

• PCP or CPM designation from the Canadian Payroll Association certification is preferred.

• Excellent communication, interpersonal, and organizational abilities.

• Proficient in working with software and adapting to new technologies.

• Solution-oriented mindset.

• Ethical and professional management of confidential information.

• Active listening skills with the ability to comprehend customer needs.

• Capability to multitask and prioritize effectively in a fast-paced environment.

• Genuine enthusiasm for customer support.

• Open-minded attitude and willingness to seek assistance when needed.

• Resourceful with a growth-oriented mindset.

• Eligibility to work from any location across Canada.

🏝️ Benefits

• Remote-first work culture.

• Flexibility to work remotely or from the Downtown Vancouver office.

• Supportive environment dedicated to personal and professional development.

• Opportunities for discussions on personal and professional goals.

• Commitment to equal opportunity in the workplace.

• Disability accommodations provided throughout the recruitment and selection process.

• Human oversight during AI-assisted screening and assessment.