Employment Hero is looking for a Client Support Associate on a fixed-term contract to join our team. You will provide timely, accurate, and professional support to clients, ensuring they can navigate our HR and payroll products effectively. This role is central to delivering a high-level customer service experience in a collaborative environment.
What You'll Do
- Provide timely, accurate, and professional support to clients via email and video calls.
- Troubleshoot and resolve client inquiries related to HR and payroll products.
- Offer support and guidance on navigating the Employment Hero platform.
- Provide assistance with payroll-related queries, including calculations, tax deductions, and compliance issues in alignment with Canadian payroll regulations.
- Work closely with Implementation, Client Success, Risk and Compliance, Benefits, Finance, and Operations teams to ensure accurate and effective solutions.
- Maintain detailed and accurate records of client interactions and resolutions.
- Act as a liaison between clients and internal teams, collecting feedback on system improvements and feature requests.
- Contribute to the development and enhancement of internal processes, guides, and manuals.
- Assist existing clients with KYC/KYB when creating new accounts.
- Generate and present monthly reports on implementation progress, client feedback, and potential risks.
- Occasionally provide accurate and timely translations of written communications.
What We're Looking For
- 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.
- 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.
Nice to Have
- Experience working in a start-up or fast paced environment.
Team & Environment
You'll be part of a collaborative, driven, and supportive team focused on high-level customer service and continuous self-improvement.
Benefits & Compensation
- Work remotely with flexibility to own your time and impact.
- Access to cutting-edge tools.
- Work with ambitious, outcome-driven colleagues.
- Employee share options (ESOP).
- Generous parental leave policy.
- Subsidised egg freezing.
- WFH office expense budget.
- Outstanding learning & development opportunities.
Work Mode
This is a remote position.
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
