Customer Support - Payroll Specialist

Job Description

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, enabling more of them to thrive by offering the simplest, all-in-one financial management solution small business owners can't live without. As an award-winning company, and one of the fastest growing financial services software, we are unwavering in our commitment to grow and support both our customers and our people. We care deeply and we challenge directly. We re-imagine the possible, together, to achieve extraordinary results for the small business owners we support and believe in. About the Team: Our Payroll Specialist team guides, empowers, and propels the success of our brave entrepreneurs as they pursue their dreams. Payroll can be complex, and that's okay. We are on a mission to remove the fear from payroll by being creative, empathetic and resourceful experts obsessed with helping our employers. Whether that's helping them pay their employees on time, every time or helping them seamlessly manage their tax filings and obligations, we have their backs even when they don’t think they need it. We’re looking for empathetic, hard-working, and solutions-oriented people to join us on our mission! About the Role: You'll be empowering brave entrepreneurs by providing a very special kind of customer support experience over email, live chat, and phone. By helping our customers use Payroll by Wave, you'll be giving them back hours of time, which allows them to grow their businesses and pursue their dreams. Through growing your career with us, you will learn how complex the payroll landscape truly is, provide an incredible customer experience to every Wave client you interact with, and gain a whole new set of skills and knowledge in payroll and taxation which will be incredibly valuable.

You'll thrive here if you have:

• Empathy - we want our customers to receive nothing but exceptional support experiences that they will remember for years to come!
• Experience working with customers, preferably in a customer support or success environment - you are friendly, thorough, concise, and can deal with tough situations or deliver not-so-good news smoothly and professionally while still leaving our customers feeling super positive about Wave.
• Outstanding communication skills - you are a strong communicator, both written and verbally, and you can easily dissect complex information in simple, easy to follow terms.
• Huge focus on customer excellence - at the core of everything you do is the strong desire and will to ensure every single customer that interacts with you has a positive, smooth, unforgettable experience
• A process-oriented mindset - you are constantly searching for more efficient ways to do your work and for opportunities of improvement to make our product the best it can be.
• A strong desire to work with customers and to gain knowledge and experience in payroll.

This is what your day to day will look like:

• You will connect with Wave customers through email, phone and live chat, and consistently provide a positive, empathetic, energizing customer experience so that our customers feel very well supported. You will tackle challenging, interesting payroll problems that may be resolved right away or may need to be taken offline for further investigation and resolution.
• You will spend a majority of our time on email and live chat, as when Employers seek help, we do our best to be there for them, when they need it.
• You will also dedicate a portion of our time to the compliance and operational side of payroll. You will work closely with teams in Wave like Account Management, Payroll Compliance, Payroll Developers and Tax Operations on maintaining the compliance and functionality of our product. Essentially, if something isn’t right, your task is to investigate, collaborate and push for changes with the help of those teams.
• You constantly bring a sincere desire to help small business owners, and that means you will carefully listen and consider their inquiries so that you can understand what they are trying to accomplish, and help them get there. In a nutshell, you will be the voice for our brave entrepreneurs and drive changes for a compliant and exceptional experience in Payroll by Wave.

These are some of the things you will learn in this role - if you already have any, that's a big plus:

• Payroll compliance concepts and processes.
• First-hand experience with payroll and knowledge of basic accounting concepts.
• Payroll processing for Canadian and US based businesses.
• Verifying and understanding payroll tax calculations.
• Liaising with software developers, and/or in an agile environment.

You'll get to work with this incredible team:

• Team Lead, Payroll Support: Coleen Guyo. Coleen started with Wave in 2018 in Customer Support. She was part of the creation of the Payroll Support Specialist Team and now has the privilege of leading them. Challenging herself and her team daily to balance empathy with technical expertise, they work together through complex payroll issues our business owners encounter on a daily basis. When Coleen isn’t in payroll mode, she loves spending time with her family and friends by bonding through the experience of homemade foods from different cultures. She’s also on the hunt for the perfect room decor, loves her elderly Siberian huskies and discovering new music.
• Manager, Payroll Operations: Greg Caskie. Greg leads the Payroll Operations team with a mix of strong payroll tax knowledge and a focus on team member development. That means creating a supportive team environment where we value customer empathy, honesty, patience, and most importantly each other. In addition to taking amazing care of our team and customers, Greg has also been spending his time caring for his adorable newborn son and learning all the ropes of his biggest challenge yet - being a dad!
• Director of Financial Services Operations: Dennis Woo. Dennis is a passionate leader with over 15 years of experience within consulting, analytics, operations, business transformation, project management, process re-engineering and customer experience specifically within the Financial Services industry. Prior to Wave, Dennis spent over 8 years in the credit card industry leading various operational teams across the entire customer lifecycle. Outside of work, Dennis is busy keeping up with his two energetic sons Benjamin and Henry. In what spare time he has, he is an active member of his community and volunteers his time as a Pregnancy and Infant Loss grief counsellor for Sunnybrook Health Sciences Centre and is also an avid real estate investor. He is also an amateur baker and gardener and is still holding out for his shot to be a professional hockey player in the NHL!
• Recruitment Partner: Camila Louzada. In the last 10 years, Camila has recruited in 4 different continents, led Vancouver’s biggest tech recruitment group, ran her own consulting business helping tech companies grow, acted as a mentor and speaker at various conferences, associations and educational institutions. When she isn’t matchmaking amazing people to their dream jobs, Camila is either playing Brazilian music with her band, travelling the world with the Olympics, snuggling with her puppy, or playing dress up in Wonderland (well, mostly Disneyland) with the love of her life - her little girl named Alice.
• Check out every single member of Wave's team here .

Our unwavering commitment to you:

• We acknowledge you. We will review and respond to every application, whether you are selected for an interview or not - and we guarantee there’s a human on this side too.
• We are here for you. We will coach and support you through your recruitment process to help you prepare for every step of the way as best as we can - your success is our success.
• We respect your time. We will do our best to review applications quickly, run multiple team interviews within the same day, and follow up timely so that you’re not waiting long on us.
• We help you grow. We will gladly provide feedback if you ask us, because whether you join our team or not, we want this to be a super positive and valuable experience for you.
• We listen to you. We will also welcome your feedback, and we will take your suggestions to heart, so that we continuously provide the absolute best candidate experience we can.

At Wave, we have an unwavering commitment to growing our people personally and professionally, and we make a serious investment in each employee’s health and wellness. Through skills training, mentorship, leadership programs, monthly mindshares, and education allowances, we foster continuous learning and development. Our extensive health benefits plan combined with flex health funds, employee assistance plan, wellness classes, and extensive time off allow our employees to stay healthy and care for themselves and their families while doing their best work - whether you choose to work from our beautiful office in Toronto or from home anywhere else in Canada. We are different from other companies in many ways; first and foremost, by our culture. We are not perfect by any means. We can all do better, and as a company, we strive with uncompromising integrity to do better every day. We have an unwavering belief that a diverse and inclusive culture creates the best workplace experiences. We embrace our differences, value individuality, and respect the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. At Wave, our voices matter, our opinions are met with an open mind, and contributing to an inclusive culture is a part of all of our roles. Our culture is reflected in a stellar Glassdoor rating . We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in various categories including Technology, Millennials, Mental Health, Inclusion and Women for years. Our people are incredibly talented and the key to our success, so we admire and respect each and every one greatly. Are you ready to be a Waver? Join us! Apply for this job