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Is it in your nature to always try and make others smile and feel at ease? Do your strong communication skills allow you to navigate the most challenging of situations? If these words resonate with you, then you would thrive as a Client Support Associate on the Humi team!Were looking for a positive, outgoing, and professional candidate to embody our Humi values and provide the highest level of customer service to ensure all our customers feel they have a voice and are heard.Who are we?Humi is the Canadian employment platform. We help Canadian businesses be better employers. Founded in 2016, Humi started as a simple cloud-based web app that stored employee data. Thanks to the support of customers, Humi has built solutions that allow Canadian businesses to manage employee information, onboarding, performance, time off, employee benefits, and payroll.We've officially joined Employment Hero to accelerate our vision and support their mission to make employment easier and more valuable, for everyone! Since Employment Hero's inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 400,000 businesses globally, with 2.9 million+ users on the platform. We have no plans to slow down.We believe in distributed employment and take a Remote First' approach with our team. This position can be done 100% remotely from anywhere within Canada.Theres never been a more exciting time to join one of the fastest-growing SaaS unicorns, so lets see if we could be a match!What will you be doing as a Client Support Associate?Provide timely, accurate, and professional support to clients via email and video callsTroubleshoot and resolve client inquiries related to HR and payroll products, ensuring clear explanations and solutions for any technical or functional challengesOffer support and guidance on navigating the Humi platform, ensuring clients understand how to use the system to meet their HR and payroll needsProvide assistance with payroll-related queries, including calculations, tax deductions, and compliance issues, in alignment with Canadian payroll regulationsWork closely with the Implementation, Client Success, Risk and Compliance, Benefits teams, Finance, and Operations to ensure accurate and effective solutions for clientsMaintain detailed and accurate records of client interactions and resolutions to ensure all issues are tracked and resolved effectivelyAct as a liaison between clients and internal teams, collecting feedback on system improvements and potential feature requestsContribute to the development and enhancement of internal processes, guides and manuals to improve support efficiency and client satisfactionAssist existing clients with KYC/ KYB when creating new accountsGenerate and present monthly reports on implementation progress, client feedback, and potential risks to internal stakeholdersOccasionally provide accurate and timely translations of written communications to support seamless interactions between stakeholders and clientsIn your first 30 days, you will:Get introduced to the Client Experience (CX) teamAttend Humis immersive onboarding program that will teach you all the aspects of the business while meeting with different cross-functional collaboratorsManage day-to-day expectationsDiscuss KPIsReceive access and training to CX tools: Zendesk, Airtable etc.Receive platform training on all our modules: HR, Payroll and Benefits.Pair tackle client ticketsShadow CX calls: HR, Payroll and BenefitsIn your first 60 days, you will:Demonstrate excellent product knowledgeDemonstrate the ability to resolve client problems with accuracy and efficiencyDemonstrate an affinity for troubleshooting and problem identificationDemonstrate the ability to differentiate support requests from technical requestsBe responsible for achieving KPIsOwn a macro project: CX initiatives to improve current processes and procedures, and establish new onesIn your first 90 days, you will:Demonstrate sound judgment in triage and escalationDemonstrate an understanding of Humi processes and how to fit client processes to themDemonstrate empathy; can put yourself in the clients shoesDemonstrate strong communication skills in client problem solvingDemonstrate strong organizational skills when logging support requestsDemonstrate an understanding of when there is a risk of churnParticipate in your first quarterly performance reviewIn your first year, you will:Demonstrate the ability to independently manage complex implementations with multiple requirementsDemonstrate the ability to make evidence and business-backed decisions when handling escalationsDemonstrate the ability to consistently identify the root cause of an issue whether process or product relatedDemonstrate the ability to convey technical requests with exact specificationsDemonstrate the ability to be articulate, a teaching partner for clientsDemonstrate the ability to defuse tense situationsDemonstrate an ability to analyze support requests and convey process expansionMentor new hires and assist with trainingParticipate in your first annual reviewWhat are we looking for in a Client Support Associate?1+ years of client support or client management experienceExtensive experience de-escalating tense situations, addressing customer complaints with professionalism and empathy, and ensuring positive resolutions while maintaining company policies and service standardsDemonstrates a strong knowledge of Canadian payrollExceptional organizational skills to juggle multiple tickets simultaneouslyAnalytical mindset with the ability to generate reports, track key metrics, and analyze pipeline performanceExcellent interpersonal and communication skills to build trust with clients and internal teamsA proactive, solution-oriented mindset with a passion for delivering an outstanding client experienceTech savvy and possesses the ability to learn new platforms and software rapidlyExperience thriving in dynamic environments, demonstrating resilience, and ownership when working through uncertain or unique client issues.Bonus points if you have experience with:Basic understanding of SQLExperience with Time and Attendance and Scheduling SoftwareExperience with KYC/KYB processes and compliance requirementsPayroll Compliance Practitioner (PCP) certification is an assetPlus, youll get to enjoy a number of great perks, including:A generous budget for your home officeRemote First - Work 100% remotely from anywhere within CanadaCutting-edge tools and technologyReward and recognition programs - because great work should be recognized and rewardedEmployee Share Option Program: be an owner of Employment HeroAnnual Global Gathering - so far weve been to Thailand, Vietnam, Bali and are excited to meet in Dubai in September 2025Are we a match? Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.Humi is now officially part of the Employment Hero family! During this transition, you might notice job postings on both Humi's and Employment Hero's career pages. This is completely normal. Feel free to explore both platforms and apply for the role that best matches your skills and experience. We're excited to see your application!Humi is dedicated to fostering an inclusive work environment where everyone can do their best work. We encourage people of all backgrounds to apply. #J-18808-Ljbffr