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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!

https://www.humi.ca/blog-post/exciting-news-humi-joins-forces-with-employment-hero-to-accelerate-our-vision

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
  • You will be attending 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!

At Humi, we are dedicated to fostering a diverse, equitable, and inclusive work environment where everyone feels a sense of belonging. We want you to know that you're welcome here, no matter who you are. Indigenous peoples, racialized persons/persons of colour, women, persons with disabilities, LGBTQ2S+ persons, and others – we're excited to hear from you. Even if you don't check every box on the requirements list, don't sweat it – we believe in potential over perfection! Need any interview accommodations? We're happy to help! Get in touch and let's chat.

Please note that all successful candidates will only receive offers through the Humi platform and we do not issue offers outside of our platform. We do not make any offers of employment via social media. Please see our resource library for the best ways to detect fraud and fraudulent activity.

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What You Should Know About Client Support Associate - Canada - Remote, Humi

Have you always had a knack for making others smile and feel comfortable during tough times? If so, you might be the perfect fit as a Client Support Associate with Humi! We're on the lookout for a vibrant, friendly, and professional individual to join our team in delivering top-notch customer service. Based in Canada but operating fully remotely, this role places you at the heart of our mission to empower Canadian businesses to be better employers. Humi's approach has evolved since our founding in 2016, transitioning from a basic employee data app to a robust platform that includes a range of HR solutions. Our partnership with Employment Hero has been pivotal in our rapid growth, allowing us to serve over 400,000 businesses globally! As a Client Support Associate, you'll tackle various client inquiries, from HR-related questions to payroll solutions, all the while working closely with multiple departments to ensure our customers feel supported and heard. You'll gain extensive training which will empower you to resolve client issues efficiently and effectively while building strong relationships. If you're eager to be part of a fast-growing team that champions innovation and outstanding client experiences, consider applying to join Humi today! We’re excited to explore how you can grow with us!

Frequently Asked Questions (FAQs) for Client Support Associate - Canada - Remote Role at Humi
What are the responsibilities of a Client Support Associate at Humi?

As a Client Support Associate at Humi, your main responsibilities include providing timely and professional support to clients via email and video calls, troubleshooting HR and payroll inquiries, and offering guidance on using the Humi platform effectively. You'll also collaborate with various internal teams to ensure client needs are met and maintain accurate records of client interactions. This role is pivotal in ensuring customer satisfaction and contributes to the development of internal processes aimed at improving support efficiency.

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What qualifications do I need to be a Client Support Associate at Humi?

To qualify for the Client Support Associate position at Humi, candidates should have at least 1+ years of client support or management experience. A solid knowledge of Canadian payroll is essential, along with excellent communication and organizational skills. Proficiency in managing multiple tickets and a proactive mindset to resolve client issues are critical. Additionally, familiarity with SQL and experience in KYC/KYB processes can be advantageous.

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How does Humi ensure a positive client experience in the Client Support Associate role?

At Humi, we believe that a positive client experience starts with our Client Support Associates. Your role involves understanding and empathizing with client needs, quickly resolving issues, and providing clear explanations and solutions. You’ll work closely with teams across the organization to deliver consistent support and act as a liaison to ensure feedback drives platform improvements, all aimed at enhancing overall client satisfaction.

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What opportunities for growth exist for a Client Support Associate at Humi?

As a Client Support Associate at Humi, there are numerous opportunities for growth. From day one, you will engage in extensive training to understand the platform and its features. As you progress, you can take on projects that enhance processes, mentor new hires, and actively contribute to client initiatives. With Humi’s strong emphasis on employee development and its global footprint, the career path can lead to advanced roles in customer experience, operations, and beyond.

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What is Humi's remote work policy for Client Support Associates?

Humi is committed to a 'Remote First' approach, meaning that the Client Support Associate role can be fulfilled 100% remotely from anywhere within Canada. This flexibility allows you to balance work-life commitments while still effectively supporting clients and collaborating with your colleagues in a dynamic virtual environment.

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Common Interview Questions for Client Support Associate - Canada - Remote
Can you describe a time when you successfully resolved a difficult client issue?

When answering this question, focus on outlining the situation clearly and explaining the steps you took to address the client’s concerns. Highlight your communication skills, problem-solving abilities, and the positive outcome that resulted from your intervention. Make sure to relate this back to the qualities needed for a Client Support Associate at Humi.

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How do you prioritize your tasks when managing multiple client requests?

Employ an explanation of any organizational methods you've used in the past, such as using tickets, prioritizing urgent issues first, and maintaining an effective follow-up system. Emphasize how your approach ensures timely resolutions and enhances client satisfaction, which is key for Humi's client-centered values.

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What strategies do you use to maintain a positive rapport with clients?

Discuss methods like active listening, demonstrating empathy, and personalizing interactions to show clients they are valued. Share examples of how establishing trust with clients has helped you resolve issues effectively, resonating with Humi’s commitment to outstanding client experiences.

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What do you know about Humi and its services?

Showcase your knowledge of Humi's evolution from a simple HR app to a comprehensive platform assisting Canadian businesses with HR solutions, payroll, and employee benefits. Mention the recent partnership with Employment Hero and your enthusiasm to contribute to a company experiencing such impressive growth.

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How do you handle negative feedback from clients?

Highlight the importance of viewing negative feedback as constructive. Share your approach to addressing the client's concerns promptly and professionally while maintaining a solution-oriented mindset that seeks to improve their experience, aligning with Humi’s dedication to being responsive and supportive.

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Why do you want to work at Humi as a Client Support Associate?

Express your enthusiasm for the role by aligning your personal values with Humi’s mission to improve the HR landscape for Canadian businesses. Talk about your excitement for working in a dynamic, remote environment and how you hope to contribute to the company's growth and client satisfaction.

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What experience do you have with payroll systems?

Discuss any relevant experience you have, especially if it relates to handling payroll inquiries or utilizing payroll software. If you have specific knowledge of Canadian payroll regulations or certifications, such as PCP, be sure to mention those, as they are highly relevant to the Client Support Associate position at Humi.

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Can you explain how you would approach training a new team member?

Share your thoughts on establishing a welcoming environment that encourages questions and learning. Explain how you would provide structured training based on your understanding of Humi's processes and emphasize practical experience, such as shadowing and hands-on engagement with client scenarios.

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How do you stay updated with changes in HR and payroll regulations?

Mention resources you rely on to keep informed, such as specific industry publications, webinars, and professional networks. Emphasize how staying updated is crucial for effectively supporting clients, particularly in relation to Humi’s services.

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What do you consider to be the most challenging aspect of the Client Support Associate role?

Identify a common challenge such as managing multiple priorities or handling complex inquiries. Discuss how your skills help you address these challenges and turn them into opportunities for improvement, showcasing your problem-solving abilities relevant to the Humi's fast-paced environment.

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DATE POSTED
March 3, 2025

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