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Client Support Associate

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Employment Hero

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Location:
Canada , Vancouver

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

As a Client Support Associate, you will be part of a collaborative, driven, and supportive team that’s always striving to provide the highest level of customer service, while continuously aiming for self improvement.

Job Responsibility:

  • 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
What we offer:
  • Work remotely, with the flexibility to own your time and impact
  • Access cutting-edge tools to amplify your work, knowledge and outputs
  • Surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
  • Own ESOP (employee share options) in one of the world’s fastest-growing tech companies
  • Very generous parental leave policy
  • Subsidised egg freezing
  • A WFH office expense budget
  • Outstanding learning & development opportunities

Additional Information:

Job Posted:
January 08, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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