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Associate – Payroll Support
Posted on 2/7/2023
Experience Level
Desired Skills
Customer Service
Human Resources Information System (HRIS)
  • 1+ years of customer service experience within a Payroll capacity
  • Thirst for learning and the ability to pick up new technology and concepts quickly
  • Strong written and verbal communication skills
  • Self-motivated with a positive attitude and a sense of urgency
  • Problem solver
  • Outgoing, friendly, and personable
  • Thrives in team environments and is able to work independently
  • Nice to Have:
  • Experience with performance management systems, HRIS products, or payroll products
  • Knowledge or experience with payroll regulations
  • Are eager to learn and grow - you've likely attended post-secondary education, continue to seek opportunities to level up your skills or have equivalent professional experience in a similar role
  • Can grasp new tools and systems quickly - we use Hubspot as our CRM, Slack for communication and coordination, Peakon for engagement, Notion for our planning, and track our tasks and projects in Asana
  • Resonate strongly with all of our core values:
  • Care about people's happiness
  • Takes ownership seriously
  • Respect people's individuality
  • Be honest and have integrity
  • Always strive to improve
  • Have previous payroll experience
  • You will triage all preliminary emails from new and existing customers
  • You will be the first point of contact for all incoming calls for the Client Experience team
  • You will build a strong payroll product knowledge to resolve customer inquiries, questions and concerns with accuracy and in a timely manner
  • You will work with subject matter experts to resolve complex matters
  • You will write and create user-friendly manuals and support guides on different product features and upgrades for customers
  • Get introduced to the Client Experience (CX) team
  • Get introduced to Payroll stakeholders
  • Meet with the Director of HR for an HR 101
  • Manage day-to-day expectations
  • Discuss KPIs
  • Receive access and training to CX tools: Hubspot, Zendesk, Airtable etc
  • Walkthrough client payroll implementation process
  • Receive platform training on all our modules: HR, Payroll and Benefits
  • Pair tackle client payroll tickets
  • Shadow CX calls: HR, Payroll and Benefits
  • Attend an online in-house Payroll Bootcamp
  • Demonstrate excellent product knowledge
  • Demonstrate the ability to resolve client problems with accuracy and efficiency
  • Demonstrate an affinity for troubleshooting and problem identification
  • Demonstrate the ability to differentiate support requests from technical requests
  • Be responsible for achieving KPIs and meeting with manager for weekly ticket reviews
  • Own a macro project: CX initiatives to improve current processes and procedures, and establish new ones
  • Attend professional development workshops
  • Demonstrate sound judgement in triage and escalation
  • Demonstrate an understanding of Humi processes and how to fit client processes to them
  • Demonstrate empathy; can put themselves in the client's shoes
  • Demonstrate strong communication skills in client problem solving
  • Demonstrate strong organizational skills when logging support requests
  • Demonstrate an understanding of when there is a risk of churn
  • Fulfill custom payroll reporting for clients
  • Participate in your first quarterly performance review
  • Continue to improve on the objectives above
  • Demonstrate the ability to independently manage complex implementations with multiple requirements
  • Demonstrate the ability to make evidence and business-backed decisions when handling escalations
  • Demonstrate the ability to consistently identify the root cause of an issue whether process or product related
  • Demonstrate the ability to convey technical requests with exact specifications
  • Demonstrate the ability to be articulate, and a teaching partner for clients
  • Demonstrate the ability to defuse tense situations
  • Demonstrate an ability to analyze support requests and convey process expansion
  • Mentor new hires and assist with training
  • Participate in your first annual review

51-200 employees

All-in-one HR managment platform
Company Overview
Humi's mission is to build a HR solution that is supportive, uncomplicated, and most importantly, people-focused. They’re building a company that believes people perform better when they’re happier, and we’re empowering our clients to do the same.
  • Flexible hours
  • Equity
  • Health benefits
  • Health & wellness
  • Remote friendly
  • Longer weekends
  • Office life & activities
  • Time off
Company Core Values
  • Care about people’s happiness
  • Be honest and have integrity
  • Respect people’s individuality
  • Always strive to improve
  • Take ownership seriously