Customer Support Specialist - Payroll

Workplace: Remote; optional access to a Downtown Vancouver office

Employment Type: Full-time

Experience: 2+ years of payroll experience required

Core Areas: Customer Support, Canadian Payroll, Payroll Compliance, Support Ticket Management, SLA & CSAT Performance, Accounting Principles, SOP & Verification Standards, Knowledge Base Documentation

Compensation: $55,000-$65,000 CAD annually

The Customer Support Specialist - Payroll provides customer support for payroll-related inquiries through phone and email while managing a high volume of service requests. The position handles approximately 200-400 support tickets per month, provides accurate payroll guidance, resolves customer issues, and maintains strong performance across quality, productivity, SLA, and CSAT targets.

The role requires at least two years of payroll experience, strong knowledge of Canadian payroll rules and legislation, and an understanding of basic accounting principles. Responsibilities also include secure handling of confidential payroll information, supporting multi-province payroll compliance, following documented SOPs and verification standards, contributing to knowledge base resources, and coordinating payroll and accounting-related issues with internal teams.

• Handle a high volume of inbound customer support requests by phone and email while providing an accurate and efficient client experience.
• Manage approximately 200-400 support tickets each month while maintaining strong SLA and CSAT performance.
• Answer payroll-related questions, provide clear guidance, and proactively identify and address additional customer needs.
• Follow established guidelines, SOPs, and verification standards when handling confidential payroll information.
• Work with internal support teams and other departments to resolve payroll and accounting-related inquiries, ensuring effective handoffs and clear communication.
• Review account setup and support workflows that may involve government agencies, following documented processes and escalation paths when required.
• Create and update knowledge base articles to provide customers with accurate, high-quality self-service resources.
• Meet or exceed quarterly targets related to quality, productivity, SLA, and CSAT.
• Contribute to stronger organizational knowledge of payroll rules through documentation, feedback, and collaboration with internal teams.
• Support customer success by balancing speed, accuracy, and service quality in a high-volume environment.
• Apply multi-province payroll compliance knowledge and monitor relevant legislative updates efficiently.

Required Experience

• At least 2 years of payroll experience.

Required Skills

• Strong understanding of Canadian payroll rules and legislation, along with knowledge of basic accounting principles.
• Strong customer communication, interpersonal, and organizational skills.
• Ability to actively listen, understand customer needs, and apply appropriate strategies to resolve issues in a timely manner.
• Ability to provide accurate customer support through phone and email while managing a high volume of payroll-related inquiries.
• Comfort working with software and adopting new technologies.
• Ability to approach customer and payroll issues with a practical, solution-oriented mindset.
• Strong understanding of the ethical and professional requirements involved in handling confidential information.
• Ability to multitask, prioritize competing responsibilities, and maintain accuracy in a fast-paced environment.
• Ability to follow established SOPs, verification standards, documented workflows, and escalation procedures.
• Knowledge of multi-province payroll compliance and the ability to monitor Canadian payroll legislative updates.
• Ability to create and maintain accurate knowledge base documentation and customer self-service resources.
• Strong commitment to customer support and contributing to a customer-centric service environment.
• Resourcefulness, openness to seeking assistance when needed, and a growth-oriented approach to learning and problem-solving.

Education & Certifications

• Post-secondary diploma or degree in Accounting.

Preferred Qualifications

• PCP or CPM designation from the Canadian Payroll Association.