Senior Payroll Support Specialist

Rise to the challenge

Rise is Canada's complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more. At Rise, we're changing how work happens and how people work. We'd love for you to join us and experience the most positive, challenging, and transformative part of your career.

About the role

You will be the go-to expert for our clients and internal teams when it comes to the most complex payroll and tax scenarios. Your goal is to provide an effortless experience for our clients by leveraging your deep expertise to resolve their most challenging issues. As a subject matter expert and the voice of the client, you'll not only solve problems but also pass on critical feedback to the Rise team on how to continually improve our solutions and service offering.

With your extensive payroll knowledge and meticulous attention to detail, you'll identify patterns in the types of issues and requests from our clients and use that to drive efficiencies within the Rise Client Support ecosystem. You will play a key role in continuously enhancing our processes, proactively identifying areas for improvement, and helping us implement your ideas. You have high integrity and good judgment. You thrive under pressure and tight timelines. You bring energy and enthusiasm to everything you do, and are passionate about the future of work.

The day-to-day

• Manage and resolve complex payroll and tax-related issues, providing expert-level support to our clients via email, live chat, and phone.
• Troubleshoot escalated technical problems and ensure complex client issues are resolved quickly and accurately.
• Guide clients on intricate product usage and best practices for payroll management.
• Mentor and provide guidance to other team members on complex payroll scenarios.
• Actively contribute to a knowledge base by capturing and recording expertise related to advanced product troubleshooting and usage.
• Collaborate with a dynamic team to share knowledge and drive process improvements.
• Work with clients to complete time-bound projects and special tasks.
• Attend virtual "in-person" meetings with clients to troubleshoot advanced issues and capture feedback.

About you

• PCP (Payroll Compliance Practitioner) certification is required.
• 5+ years of professional payroll management and/or senior customer-focused experience.
• Demonstrated expertise in payroll and tax regulations.
• Professional interpersonal skills when communicating with clients.
• Bring energy and enthusiasm to every client interaction.
• Independent and able to prioritize and manage several milestones and tasks efficiently.
• Excellent writing and verbal communication skills.
• Excel in a fast-paced environment with strong organizational and analytical skills.
• Learn from customer feedback regarding their experience with software or support services.
• Comfortable working in and assisting others through company help desk software, such as Zoho or Zendesk.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Willingness to "roll up your sleeves" and assist wherever, whenever and whatever is needed.

What Rise offers

• Rise is all about creating a positive company culture, both for our clients and our employees. We believe that happiness isn't the cause of employee engagement; it's the result.

• The base salary for this position is $60,000-$80,000, depending on experience, plus stock options.

• We offer a remote work environment. On occasion, we may meet as a team or one-on-one in person.
• Rise believes that time off is just as important as time spent working. We offer 3 weeks of paid vacation, flexible personal wellness days, as well as one day off for your birthday and your work anniversary.
• We support your growth with a personal $1,000 learning and development budget to take courses, attend conferences, webinars, you name it
• We offer no-wait benefits. This means that starting your first day, you have access to our comprehensive benefits package, which includes dental, eye care, and $2,000 in counselling coverage, among many other great health benefits.

At Rise, we care more about where you're headed, not where you've been. We encourage people of all ages, backgrounds, identities, and orientations to apply.