Customer Support Specialist — Payroll

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.

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.

Check out our About Us video: https://www.pushoperations.com/careers

Additional Information

This position is subcontracted. 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.

Job Type: Full-time

Pay: $55,000 - $65,000 per annum

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.

• A resourceful and growth mindset