Human Resources Operations Specialist

Kim Cosic Consulting Inc.; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

An early stage start-up in the HR tech sector is looking for Customer Success Managers to join their Toronto team. The role focuses on leading client support, ensuring smooth onboarding, and enhancing customer satisfaction. Ideal candidates should have 2-5 years of experience, excellent communication skills, and a hands-on approach. This position comes with a competitive benefits package and the opportunity to work in a dynamic, collaborative environment.

Benefits

Healthy benefits package

Lunch provided every day

Autonomy and trust in work

Qualifications

• 2-5 years of total experience, ideally with some start-up experience.
• Able to work independently and effectively in a team.
• Comfortable in fast-paced environments.

Responsibilities

• Provide timely support as the first point of contact for customer inquiries.
• Facilitate seamless onboarding, guiding clients through platform adoption.
• Identify and escalate potential issues that could impact customer satisfaction.
• Collaborate with departments to report issues, suggest improvements, and optimize the customer journey.

Skills

Detail oriented

Exceptional written and verbal communication skills

Hands-on mentality

Experience with Customer Support Software

Experience with HR or Payroll

Experience with tools like Google Suite and Microsoft Office

Tools

Zendesk

Intercom

Job description

My client, an early stage start-up who have been in business for 3+ years, are looking to add a few Customer Success Managers (Title flexible to HR Operations etc.) to their growing team as they continue to scale. The company leverages the power of generative AI to automate and accelerate routine tasks for HR teams such as employee onboarding, payroll, and paying international team members. Their AI agents allow users to access the world’s HR knowledge and execute tasks such as AI-powered employment agreement generation. The company is headquartered in Toronto, Canada and is backed with over $30M in funding by seasoned and successful investors.

With the advancements in AI agents, my client is turning labour into software. That means the addressable market is not the software market, but the services market measured in the trillions of dollars.

They have a world-class suite of seasoned executives from some of tech's most prestigious companies. They have found product-market fit and are excited by their mission to build tooling for the future of HR.

The Opportunity

As a Customer Success Manager, you will lead and scale the client support function in the fast-paced world of Employer of Record (EOR) services. This role will be at the heart of customer interactions - ensuring questions are resolved promptly, onboarding is smooth, and issues are handled with care and precision.

The ideal candidate will be detail-oriented, a natural self-starter, and be adaptable to their ever-evolving software as they work to provide a best-in-class platform for their customers.

Key Responsibilities

• Provide timely, high-quality support by serving as the first point of contact for customer inquiries handled through the ticketing platform.
• Facilitate a seamless onboarding experience, guiding clients through platform adoption.
• Proactively identify and escalate potential issues that could impact customer satisfaction.
• Collaborate with multiple cross functional departments to report issues, suggest improvements, and optimize the customer journey.
• Review support data to pinpoint inefficiencies and recommend automation or process optimizations.
• Serve as a product expert, educating customers on the platform’s features to enhance their experience.
• Develop and maintain competency in the areas of international HR and international payroll.

Qualifications

• 2-5 years of total experience, with ideally some start-up experience.
• Detail oriented and able to work independently with little supervision, as well as working effectively in a team environment.
• Exceptional written and verbal communication skills.
• Hands-on, can-do mentality, comfortable in fast-paced environments.
• Ideally some experience with Customer Support & Helpdesk Software like Zendesk, Intercom.
• Extensive experience with tools like Google Suite, Microsoft Office, and other similar platforms.
• Experience with HR or Payroll is a must! Your clients will be the heads of HR teams.
• Experience with benefits providers and administration a plus.

About the company and team

• They are an early stage company and who love to collaborate in person 5 days a week in their Toronto HQ.
• They offer a healthy benefits & perks package, including lunch everyday.
• Customers are the heart of their business, they are obsessed with their customers, and that drives the bulk of their decisions.
• Big challenges don’t scare them. They are solving global problems that need creativity, technology, and determination. Be part of the impact!
• They’ll grant you a lot of autonomy and trust, and back it up with meaningful empowerment and support.