Wagepoint

Canada

Posted on: 28 March 2024

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Customer Support Specialist - Payroll

Who We are:

At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.

We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for 25,000 small business owners across Canada who rely on our payroll software to pay their employees and process their taxes. And we’re just getting started.

We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.

If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.

The Role at High Level:

We are looking for a talented Customer Support Specialist (Otherwise known as Payroll Specialist) who doesn’t shy away from tackling hard problems and interesting (well, most times!) subjects like payroll and HR technology. This role will be responsible for supporting our customers as they run their payroll, ensuring that everything is set up correctly for our customers within our software, and providing support to our sales and onboarding team. You will report directly to our Head of Customer Success.

What you'll be doing:

Connect with our customers to answer questions and help resolve issues through phone, live-chat and email
Access all incoming client support requests & reassign to the team as necessary
Work with clients directly on basic payroll issues - setups, tax rates & account numbers, direct deposits, processing of regular & off-cycle payrolls, etc
Work closely with Sales, On-boarding, and Risk team to ensure customer success
Set up any custom income or deduction requests from clients
Notify clients of any rejected direct deposits on their payroll
Work with various teams to resolve customer support concerns, escalate bug issues and serve as an ambassador for our brand
Daily use of CRM tools and cloud-based dashboards

What you bring to the table:

Ideally you have 2+ years of experience in payroll processing or have worked within a payroll processing environment
You have experience working in a customer service role or capacity
Excellent Excel skills (see what we did there?)
Ability to work with web-based applications (technology doesn’t scare you!)
Knowledge of the Canadian payroll, tax and financial landscape is an asset
A positive attitude and willingness to learn
You are a self-starter who is comfortable with autonomy and can work independently
Excellent written and verbal communication skills

Bonus points if:

You have your PCP Certification
You are fluent in both French and English
You have experience in customer support/service within a SaaS company (you understand how to use a ticketing system and how to support customers over the phone with complex technical issues)

What we bring to the table:

The opportunity to work with the world’s friendliest team, solving interesting problems together.
The ability to work from home, forever! Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus!
An autonomous work environment: We’re a growing startup - so we’ll be looking to you to roll up your sleeves and dive right in! No red tape, just bring your great ideas and your powerful work ethic.
An endless amount of laughter — we don’t take ourselves too seriously. We work hard, but we always have time for a bad joke or two.

Next Steps:

If all the above feels right and proper, please don’t feel like you need to send us an uninspired cover letter. Just send us your updated resume and perhaps a few lines on what excites you about the job - we really want to get to know who you are, not just about how we can work together. If we believe you’re a good match, someone from our team will reach out to schedule a call.

Psssst!
Wagepoint is an equal opportunity employer. We welcome and appreciate all applicants with diverse backgrounds, races, religions, genders, identities, ages, experiences (the list goes on!). We are committed to making not only our workplace safe and inclusive for everyone, but also ensuring our recruitment process reflects that. We are a remote company, so there's no need to travel to an office for an interview, but if you require any special accommodation during our recruitment process, please let us know. We are more than happy to assist!