Lead, Payroll Support

Job Description

The Lead, Payroll Support is responsible for overseeing a team of payroll support specialists who are responsible for delivering an exceptional customer experience by ensuring a timely and accurate filing of payroll taxes and payments.

Here’s How You Make an Impact:

• Works closely with stakeholders in Customer Support, Product, Compliance and Engineering to help them develop an understanding of the needs of our customers by highlighting their pain points as opportunities for improvement.
• Collects, analyses and presents key performance indicators and complementary data to direct reports and senior leadership through monthly operating reviews.
• Creates and drives quarterly initiatives to completion on behalf of the Payroll Support Operations Team, outlining desired outcomes and milestones focused on improving internal processes, and the payroll customer experience and supporting broadening business goals.
• Handling customer escalation inquiries as they related to the Payroll product.
• Providing coaching/feedback on a weekly basis to direct reports to support growth & professional development.
• Making data-informed decisions to effectively oversee daily Payroll operations, i.e. ensure that target SLAs, individual performance metrics, & customer experience standards are met.

You Thrive Here By Possessing the Following:

• 2-4 years of experience working with customers, preferably in a customer support or success environment.
• 2+ years experience working in payroll with a strong knowledge of payroll compliance concepts and processes.
• Previous experience mentoring or coaching team members is a strong asset.
• Experience working with payroll tax softwares such as EFTPS and MasterTax.
• Experience using CRM tooling (such as Zendesk), as well as internal resource tooling (e.g. Jira, Guru, & Lessonly) is an asset.
• Is someone who can handle/work under pressure during our busiest times of year.
• Outstanding communication skills - both written and verbal, and 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 who interacts with you has a positive, smooth, unforgettable experience.
• A process-oriented mindset.
• Empathy & understanding.

At Wave, you’re treated like the incredible human being you are. Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours. We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more. We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously. We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot! We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and 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. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are. Contributing to an inclusive culture is a part of all of our job descriptions. 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 categories including Technology, Millennials, Mental Health, Inclusion and Women. Are you ready to be a Waver? Join us! Apply for this job