As a Payroll Support Associate, you will:

• 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. 

In your first 30 days, you will:

• 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

In your first 60 days, you will:

• 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

In your first 90 days, you will:

• 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

In your first year, you will:

• 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

What are we looking for in a Payroll Support Associate?

• 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

You might be the person we’re looking for if you:

• 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

Why join Humi?

• As a team that services the HR world, we are a team that understands you perform best in an environment that cares about their employees
• Be part of a high-performing team of critical thinkers that thrive on problem-solving 
• Access leadership and growth opportunities as the company rapidly scales
• Maintain work-life engagement with flex hours and our Long(er) weekends initiative
• Opportunity to work fully remote across Canada if you choose to