Employment Hero

Client Support Associate

Employment Hero

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

JuniorMid-Level

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Canadian payrollKYCKYBreport generationdata analysis
Soft skills
client supportclient managementorganizational skillsanalytical mindsetinterpersonal skillscommunication skillssolution-oriented mindsetproactive approach