Client Support Associate - Canada - Remote

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Requirements:

• 1+ years of client support or client management experience
• Extensive experience de-escalating tense situations, addressing customer complaints with professionalism and empathy, and ensuring positive resolutions while maintaining company policies and service standards
• Demonstrates a strong knowledge of Canadian payroll
• 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 thriving in dynamic environments, demonstrating resilience, and ownership when working through uncertain or unique client issues

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 the Humi 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