Customer Support Specialist - Payroll

Push Operations; Vancouver; Hybrid; CAD 55,000 - 65,000; Full time

Job summary

Push Operations, a remote-first company in Canada, seeks a Customer Support Specialist (Payroll) to handle payroll inquiries by email and phone. You will manage 200–400 tickets monthly, ensuring accuracy, security, and excellent customer service as you navigate payroll rules across provinces.

You will collaborate with internal teams, update knowledge bases, and push for high CSAT and SLA performance, while staying compliant with government requirements and privacy standards.

Qualifications

• 2+ years of payroll experience.
• Post-secondary diploma or degree in Accounting.
• Strong understanding of Canadian payroll rules; PCP/CPM designation preferred.
• Strong communication and interpersonal skills.
• Comfortable with software and adopting new technologies.
• Solution-oriented and confidentiality-minded.
• Active listener who understands customer needs.
• Ability to multitask and prioritise in a fast-paced environment.
• Passion for customer support and helping customers.
• Open-minded and willing to ask for help when needed.

Responsibilities

• Handle a high volume of inbound requests by phone and email, delivering an effortless client experience.
• Manage a monthly workload of approximately 200–400 support tickets, while maintaining strong SLA performance and CSAT.
• Confidently answer payroll questions and provide clear guidance.
• Follow SOPs and verification standards, ensuring secure handling of confidential payroll information.
• Collaborate with Internal Support and other departments on payroll/accounting queries and clear handoffs.
• Review account setup and workflows involving government agencies as needed.
• Contribute to knowledge bases by creating and updating articles.
• Aim to meet or exceed quarterly targets for quality, productivity, SLA/CSAT.
• Improve payroll knowledge across the company via documentation and feedback.
• Maintain focus on helping customers be successful in a high-volume environment.
• Monitor multi-province payroll compliance and legislative updates.

Skills

Payroll experience

Accounting diploma

Canadian payroll rules

Communication

Software aptitude

Confidentiality

Active listening

Multitasking

Customer support

Adaptability

Education

Post-secondary diploma or degree in Accounting

Tools

Payroll software

Job description

Live Webinar: What’s Really Driving Your Labor Cost (And How to Fix It)

Join us on Sept 23 to learn practical strategies for managing labor costs. Register here

Canada - Pacific Time Zone - Remote, Full-time, Entry-level

Push is an all-in-one platform that helps businesses grow and scale their companies by simplifying HR, payroll, time tracking, and scheduling. Our purpose is to help our customers free up their time by making people management ridiculously easy, so they can focus on their passion.

The Team:

We're a group of competitive, dedicated people who place a high priority on competence and efficiency, but an even higher stock in engaged and passionate team members who contribute to our culture and make an impact. As part of our rapidly growing team you will play an important and unique role in working towards our mission to help 1 million people do what they love.

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. Kindly note this position is for an existing role which we are actively hiring for.

Location:

Recently the world has changed so we are changing with it. We’re embracing new ways of working and are constantly adapting our practicesto ensure that wherever you are working from, you feel a part of the team and have everything you need to work comfortably. We are a remote-first company, Pushies can choose to work remotely or from our Downtown Vancouver office.

We are considering eligible candidates for this role from any location across Canada.

Responsibilities:

• 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.

Why Push?

• Do what you love!It’s the key to happiness. That’s why at Push we aim to create a supportive environment to help foster your passion for work, and keep you feeling energized and happy so you can do more of what you love.
• Grow Yourself.We want to see you win in all areas. At Push, our mantra is: you will grow professionally and personally. We drive conversations around your personal and professional goals. Let’s crush it together.
• Make an Impact. At Push, we believe everyone is born a genius, and our responsibility is to develop that genius within. Impact is our key metric - that’s why we challenge Pushies to show up as their authentic selves while creating a legacy.

At Push, we place value on different types of experiences. If your experience looks a little different from what we’ve listed but you think you’re a good fit, we would still love to hear from you.

We celebrate diversity and promote equal opportunity. We appreciate what makes each of our team members different and encourage you to apply, no matter who you are or how you identify.

Push Operations welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates participating in all aspects of the recruitment and selection process.

Please note that we use AI to screen and assess applicants for this position. Human oversight is maintained throughout the hiring process.

Salary: $55,000 - $65,000 CAD per annum

Requirements

Required Skills and Qualifications

• You have 2+ years of payroll experience.
• You have a 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).
• You are a strong communicator with excellent interpersonal and organizational skills.
• Comfortable with working with software, as well as adopting new technologies.
• You are solution-oriented.
• You understand the importance of handling confidential information in an ethical and professional manner.
• You are an 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.
• A 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.