Payroll Support Analyst

Zone & Co; Toronto; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading SaaS company is seeking a Payroll Support Analyst to provide exceptional assistance to customers using their payroll and ERP systems. This customer-facing role requires international payroll experience and strong communication skills, blending technical troubleshooting with a passion for customer service. Join a collaborative team focused on delivering top-tier support experiences.

Benefits

Flexible work environment

Comprehensive benefits package

Qualifications

• International payroll experience in UK, Canada, Australia, or New Zealand required.
• Experience in a customer support or client-facing role.
• Familiarity with ERP systems, particularly NetSuite, is essential.

Responsibilities

• Manage incoming technical support tickets, ensuring timely resolution.
• Proactively communicate with customers throughout the support process.
• Assist customers with NetSuite or similar ERP systems.

Skills

Attention to detail

Analytical thinking

Problem-solving

Strong communication skills

Education

Bachelor's degree in Business, Finance, Computer Science, or related field

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 to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more.

Zone helps over 3,000 companies worldwide work smarter, faster and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, 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 to you, we'd love to hear from you!

Learn more at or follow us on LinkedIn : linkedin / company / zoneandco.

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 who's passionate about payroll, problem-solving, and delivering top-tier support experiences.

Responsibilities

Manage incoming technical support tickets, incidents, and requests, ensuring timely prioritization and resolution.

Maintain an organized personal ticket queue and meet established service level agreements (SLAs).

Proactively communicate with customers, providing consistent updates throughout the support process.

Take ownership of support cases from start to finish, ensuring a smooth and seamless experience.

Escalate complex issues appropriately to Backline Support or other internal teams.

Document all support activities and interactions accurately in Zendesk and JIRA.

Conduct real-time customer calls to diagnose and resolve technical incidents.

Provide specialized payroll support with region-specific compliance knowledge (UK, Canada, Australia, or New Zealand).

Assist customers with NetSuite or similar ERP systems, including configuration and optimization.

Deliver product education, updates, and best practices to enhance customer knowledge.

Collaborate with internal teams to share customer feedback and influence product development.

Contribute to support documentation (FAQs, knowledge base articles) to boost team efficiency and customer empowerment.

Monitor support trends and identify opportunities for process improvements.

Support onboarding of new customers for a smooth implementation experience.

Participate in training and development programs to enhance technical and customer service skills.

Foster a positive, collaborative environment by sharing insights and best practices with teammates.

Qualifications

Proven payroll experience or completion of relevant courses / certifications.

Required : International payroll experience in at least one of the following countries : UK, Canada, Australia, or New Zealand.

Experience in a customer support or client-facing role.

Strong written and verbal communication skills with a professional, approachable demeanor.

Strong attention to detail, analytical thinking, and problem-solving abilities.

Ability to manage time effectively and prioritize tasks in a dynamic environment.

Self-starter who can work independently as well as collaboratively.

Bachelor's degree in Business, Finance, Computer Science, or a related field.

Familiarity with ERP systems, particularly NetSuite , is essential.

Basic understanding of programming concepts and troubleshooting methods is a plus.

• Passion for continuous learning and a drive to provide outstanding customer support.

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.

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 federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we're eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.