Customer Support Specialist — Payroll

About the job

The Team: We’re a group of dog-loving and game-playing people who place a high priority on competence and efficiency, but an even higher stock in personable and positive individuals that mesh with our culture and are willing to grow with us. As part of our rapidly growing team you will play an important and unique role in working towards our mission to create the best people management system for our customers so they can spend more time doing what they love.

The Role: 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.

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.