Bilingual Client Support Associate

Summary

Join Humi, a Canadian employment platform that has joined forces with Employment Hero, as a Bilingual Client Support Associate! This remote-first position, open to candidates across Canada, requires strong communication skills in both English and French. You will provide exceptional customer service, troubleshoot HR and payroll issues, and collaborate with internal teams. The role involves managing client inquiries, generating reports, and contributing to process improvements. Humi offers a generous home office budget, cutting-edge tools, reward programs, an employee share option program, and an annual global gathering.

Requirements

• Bilingual fluency in English and French (written and spoken)
• Knowledge of Canadian payroll, including Quebec-specific regulations
• 1+ years of client support or client management experience
• 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 working in a start-up or fast paced environment

Responsibilities

• Provide timely, accurate, and professional support to clients in both English and French 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 in French and English, including calculations, tax deductions, and compliance issues, in alignment with Canadian payroll regulations, including Quebec-specific requirements
• 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

Preferred Qualifications

• 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

Benefits

• 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