Payroll Support Analyst

Zone & Co; Canada; Remote; CAD 50,000 - 90,000; Full time

Job summary

An innovative SaaS company is seeking a Payroll Support Analyst to deliver exceptional assistance to clients using their advanced payroll and ERP systems. This role is perfect for someone with international payroll experience and a passion for customer service. You will be the key point of contact for clients, ensuring timely resolutions to payroll-related issues while collaborating with cross-functional teams. Join a dynamic environment where your contributions will help shape the future of finance solutions for businesses worldwide. If you're ready to grow alongside a forward-thinking company, this opportunity is for you!

Benefits

Flexible Work Hours

Remote Work

Comprehensive Benefits

Professional Development Opportunities

Health and Wellness Programs

Qualifications

• Proven payroll experience or relevant courses/certifications.
• Strong written and verbal communication skills with a professional demeanor.
• Familiarity with ERP systems, particularly NetSuite.

Responsibilities

• Manage incoming technical support tickets and ensure timely resolution.
• Provide specialized payroll support with region-specific compliance knowledge.
• Collaborate with internal teams to share customer feedback.

Skills

International Payroll Experience

Customer Support

Communication Skills

Analytical Thinking

Problem-Solving

Time Management

Self-Starter

Attention to Detail

Education

Bachelor's Degree in Business

Bachelor's Degree in Finance

Bachelor's Degree in Computer Science

Tools

NetSuite

Zendesk

JIRA

Job description

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the Oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions for a wide spectrum of business-critical functions, including complex billing & revenue recognition, off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, and approvals.

Zone helps over 3,000 companies worldwide work smarter, faster, and more securely, while maximizing platform value. We do this with a growing, innovation-minded team of over two hundred professionals, based across North America, Europe, and Asia Pacific.

Our journey has only just begun, and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn.

About The Role:

The Payroll Support Analyst plays a crucial role in delivering exceptional assistance to customers using Zone & Co's products, particularly those involving payroll and ERP systems. This customer-facing role requires prior international payroll experience in at least one of the following countries: UK, Canada, Australia, or New Zealand. You’ll be a key point of contact for clients, ensuring accurate and timely resolution of payroll-related issues and helping them maximize the value of their software. This position blends technical troubleshooting, strong communication, and a passion for customer service in a fast-paced, collaborative environment. As a representative of our support team, you’ll work closely with cross-functional groups, sharing insights from customer feedback to help drive product improvements. This is a great opportunity for someone passionate about payroll, problem-solving, and delivering top-tier support experiences.

Responsibilities

1. Manage incoming technical support tickets, incidents, and requests, ensuring timely prioritization and resolution.
2. Maintain an organized personal ticket queue and meet established service level agreements (SLAs).
3. Proactively communicate with customers, providing consistent updates throughout the support process.
4. Take ownership of support cases from start to finish, ensuring a smooth and seamless experience.
5. Escalate complex issues appropriately to Backline Support or other internal teams.
6. Document all support activities and interactions accurately in Zendesk and JIRA.
7. Conduct real-time customer calls to diagnose and resolve technical incidents.
8. Provide specialized payroll support with region-specific compliance knowledge (UK, Canada, Australia, or New Zealand).
9. Assist customers with NetSuite or similar ERP systems, including configuration and optimization.
10. Deliver product education, updates, and best practices to enhance customer knowledge.
11. Collaborate with internal teams to share customer feedback and influence product development.
12. Contribute to support documentation (FAQs, knowledge base articles) to boost team efficiency and customer empowerment.
13. Monitor support trends and identify opportunities for process improvements.
14. Support onboarding of new customers for a smooth implementation experience.
15. Participate in training and development programs to enhance technical and customer service skills.
16. Foster a positive, collaborative environment by sharing insights and best practices with teammates.

Qualifications

1. Proven payroll experience or completion of relevant courses/certifications.
2. Required: International payroll experience in at least one of the following countries: UK, Canada, Australia, or New Zealand.
3. Experience in a customer support or client-facing role.
4. Strong written and verbal communication skills with a professional, approachable demeanor.
5. Strong attention to detail, analytical thinking, and problem-solving abilities.
6. Ability to manage time effectively and prioritize tasks in a dynamic environment.
7. Self-starter who can work independently as well as collaboratively.
8. Bachelor’s degree in Business, Finance, Computer Science, or a related field.
9. Familiarity with ERP systems, particularly NetSuite, is essential.
10. Basic understanding of programming concepts and troubleshooting methods is a plus.
11. Passion for continuous learning and a drive to provide outstanding customer support.

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com.

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable laws.

We strongly encourage candidates of all backgrounds and identities to apply. This is an opportunity for us to bring in different perspectives, and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive environment for your career growth.