Client Support Associate - Canada - Remote

Is it in your nature to always try and make others smile and feel at ease? Do your strong communication skills allow you to navigate the most challenging of situations? If these words resonate with you, then you would thrive as a Client Support Associate on the Humi team!

We’re looking for a positive, outgoing, and professional candidate to embody our Humi values and provide the highest level of customer service to ensure all our customers feel they have a voice and are heard.

Who are we?

Humi is the Canadian employment platform. We help Canadian businesses be better employers. Founded in 2016, Humi started as a simple cloud-based web app that stored employee data. Thanks to the support of customers, Humi has built solutions that allow Canadian businesses to manage employee information, onboarding, performance, time off, employee benefits, and payroll.

We've officially joined Employment Hero to accelerate our vision and support their mission to make employment easier and more valuable, for everyone! Since Employment Hero's inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 400,000 businesses globally, with 2.9 million+ users on the platform. We have no plans to slow down.

We believe in distributed employment and take a ‘Remote First' approach with our team. This position can be done 100% remotely from anywhere within Canada.

There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!

What will you be doing as a Client Support Associate?

• Provide timely, accurate, and professional support to clients via email and video calls
• Troubleshoot and resolve client inquiries related to HR and payroll products, ensuring clear explanations and solutions for any technical or functional challenges
• Offer support and guidance on navigating the Humi platform, ensuring clients understand how to use the system to meet their HR and payroll needs
• Provide assistance with payroll-related queries, including calculations, tax deductions, and compliance issues, in alignment with Canadian payroll regulations
• Work closely with the Implementation, Client Success, Risk and Compliance, Benefits teams, Finance, and Operations to ensure accurate and effective solutions for clients
• Maintain detailed and accurate records of client interactions and resolutions to ensure all issues are tracked and resolved effectively
• Act as a liaison between clients and internal teams, collecting feedback on system improvements and potential feature requests
• Contribute to the development and enhancement of internal processes, guides and manuals to improve support efficiency and client satisfaction
• Assist existing clients with KYC/ KYB when creating new accounts
• Generate and present monthly reports on implementation progress, client feedback, and potential risks to internal stakeholders
• Occasionally provide accurate and timely translations of written communications to support seamless interactions between stakeholders and clients

In your first 30 days, you will:

• Get introduced to the Client Experience (CX) team
• Attend Humi’s immersive onboarding program that will teach you all the aspects of the business while meeting with different cross-functional collaborators
• Manage day-to-day expectations
• Discuss KPIs
• Receive access and training to CX tools: Zendesk, Airtable etc.
• Receive platform training on all our modules: HR, Payroll and Benefits.
• Pair tackle client tickets
• Shadow CX calls: HR, Payroll and Benefits

In your first 60 days, you will:

• Demonstrate excellent product knowledge
• Demonstrate the ability to resolve client problems with accuracy and efficiency
• Demonstrate an affinity for troubleshooting and problem identification
• Demonstrate the ability to differentiate support requests from technical requests
• Be responsible for achieving KPIs
• Own a macro project: CX initiatives to improve current processes and procedures, and establish new ones

In your first 90 days, you will:

• Demonstrate sound judgment in triage and escalation
• Demonstrate an understanding of Humi processes and how to fit client processes to them
• Demonstrate empathy; can put yourself in the client’s shoes
• Demonstrate strong communication skills in client problem solving
• Demonstrate strong organizational skills when logging support requests
• Demonstrate an understanding of when there is a risk of churn
• Participate in your first quarterly performance review

In your first year, you will:

• Demonstrate the ability to independently manage complex implementations with multiple requirements
• Demonstrate the ability to make evidence and business-backed decisions when handling escalations
• Demonstrate the ability to consistently identify the root cause of an issue whether process or product related
• Demonstrate the ability to convey technical requests with exact specifications
• Demonstrate the ability to be articulate, a teaching partner for clients
• Demonstrate the ability to defuse tense situations
• Demonstrate an ability to analyze support requests and convey process expansion
• Mentor new hires and assist with training
• Participate in your first annual review

What are we looking for in a Client Support Associate?

• 1+ years of client support or client management experience
• Extensive experience de-escalating tense situations, addressing customer complaints with professionalism and empathy, and ensuring positive resolutions while maintaining company policies and service standards
• Demonstrates a strong knowledge of Canadian payroll
• Exceptional organizational skills to juggle multiple tickets simultaneously
• Analytical mindset with the ability to generate reports, track key metrics, and analyze pipeline performance
• Excellent interpersonal and communication skills to build trust with clients and internal teams
• A proactive, solution-oriented mindset with a passion for delivering an outstanding client experience
• Tech savvy and possesses the ability to learn new platforms and software rapidly
• Experience thriving in dynamic environments, demonstrating resilience, and ownership when working through uncertain or unique client issues.

Bonus points if you have experience with:

• Basic understanding of SQL
• Experience with Time and Attendance and Scheduling Software
• Experience with KYC/KYB processes and compliance requirements
• Payroll Compliance Practitioner (PCP) certification is an asset

Plus, you’ll get to enjoy a number of great perks, including:

• A generous budget for your home office
• Remote First - Work 100% remotely from anywhere within Canada
• Cutting-edge tools and technology
• Reward and recognition programs - because great work should be recognized and rewarded
• Employee Share Option Program: be an owner of Employment Hero
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali and are excited to meet in Dubai in September 2025

Are we a match? Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

Humi is now officially part of the Employment Hero family! During this transition, you might notice job postings on both Humi's and Employment Hero's career pages. This is completely normal. Feel free to explore both platforms and apply for the role that best matches your skills and experience. We're excited to see your application!

Humi is dedicated to fostering an inclusive work environment where everyone can do their best work. We encourage people of all backgrounds to apply.