[Hiring] Customer Support Specialist @Push Operations

Role Description

As a Customer Support Specialist (Payroll) with Push Operations, you will provide exceptional service to both internal and external stakeholders as you assist them with payroll-related inquiries, primarily through email and phone, with a strong focus on accuracy, empathy, and compliance.

Responsibilities include:

• Handle a high volume of inbound requests by phone and email, delivering an effortless client experience in every interaction.
• Manage a monthly workload of approximately 200–400 support tickets, while maintaining strong SLA performance and CSAT.
• Confidently answer payroll questions, provide clear guidance, and proactively solve the customer’s next challenge.
• Follow established guidelines, SOPs, and verification standards, ensuring consistent, secure handling of confidential payroll information.
• Work closely with the Internal Support team and other departments on payroll/accounting-related queries, ensuring smooth handoffs and clear internal communication.
• Review account setup within Push and support workflows that may involve government agencies, using documented processes and escalation paths when needed.
• Contribute to our knowledge bases by creating and updating articles, ensuring customers have access to accurate, high-quality self-serve resources.
• Maintain a focus on excellence by meeting or exceeding quarterly targets (quality, productivity, SLA/CSAT).
• Collaborate with internal teams to improve the company’s knowledge of payroll rules and strengthen shared understanding through documentation and feedback.
• Have an obsession for helping customers be successful, balancing speed with accuracy in a high-volume environment.
• Multi-province payroll compliance knowledge and efficiency in monitoring legislative updates.

Qualifications

• 2+ years of payroll experience.
• Post-secondary diploma or degree in Accounting.
• Strong understanding of Canadian payroll rules and legislation, and basic accounting principles.
• PCP or CPM designation from the Canadian Payroll Association certification (preferred).
• Strong communicator with excellent interpersonal and organizational skills.
• Comfortable with working with software, as well as adopting new technologies.
• Solution-oriented.
• Understanding of the importance of handling confidential information in an ethical and professional manner.
• Active listener capable of understanding customer needs and deploying appropriate strategies to ensure that they are addressed in a timely manner.
• Ability to thrive at multitasking and prioritizing in a fast-paced environment.
• Genuine passion for customer support and the role it plays in making a customer-centric team successful.
• Open-mindedness to know when you need help, and are not afraid to ask for it.
• Resourceful and growth mindset.

Requirements

• 2+ years of payroll experience.
• Post-secondary diploma or degree in Accounting.
• Strong understanding of Canadian payroll rules and legislation, and basic accounting principles.
• PCP or CPM designation from the Canadian Payroll Association certification (preferred).
• Strong communicator with excellent interpersonal and organizational skills.
• Comfortable with working with software, as well as adopting new technologies.
• Solution-oriented.
• Understanding of the importance of handling confidential information in an ethical and professional manner.
• Active listener capable of understanding customer needs and deploying appropriate strategies to ensure that they are addressed in a timely manner.
• Ability to thrive at multitasking and prioritizing in a fast-paced environment.
• Genuine passion for customer support and the role it plays in making a customer-centric team successful.
• Open-mindedness to know when you need help, and are not afraid to ask for it.
• Resourceful and growth mindset.

Benefits

• Supportive environment to help foster your passion for work.
• Opportunities for professional and personal growth.
• Encouragement to show up as your authentic self while creating a legacy.