Client Onboarding Lead guiding cloud accounting onboarding for Canadian small and mid - sized businesses. Improving workflows, systems, reporting, and client retention for a fully remote accounting firm.
About the role
- Onboarding Specialist guiding Canadian small businesses through payroll setup, compliance, training, and first payroll runs. Improving onboarding for Wagepoint’s payroll software customers.
Responsibilities
- Manage the end-to-end onboarding process for new Wagepoint clients, from account submission through successful first payroll run
- Configure payroll accounts accurately and in compliance with Wagepoint policies and government requirements
- Deliver training through calls, emails, and online sessions to help clients navigate Wagepoint’s payroll platform
- Track, document, and resolve onboarding issues in collaboration with Sales, Risk, and Support teams
- Maintain accurate onboarding records, setup instructions, support notes, and system configurations in internal tools
- Identify recurring onboarding pain points and recommend process improvements
- Report directly to the Onboarding Team Lead
Requirements
- 1+ year of experience processing Canadian payroll or supporting clients in payroll onboarding, support, or implementation
- Solid understanding of payroll compliance and taxation basics
- Willingness to learn and adapt as payroll legislation, internal processes, and product features change
- Strong communication skills with the ability to explain payroll concepts clearly
- Experience managing KYC/KYB and other compliance documentation
- High attention to detail and strong organizational skills
- Ability to investigate and resolve onboarding issues independently while knowing when to collaborate or escalate
- Comfortable working in a CRM-driven environment, such as HubSpot
- Experience with Google Workspace and video conferencing platforms
- Collaborative, self-directed, and adaptable in a fast-paced, remote environment
- PCP designation or progress toward it preferred as a bonus
- Membership in the National Payroll Institute preferred as a bonus
- Experience with payroll software or HR/payroll platforms preferred as a bonus
- Bilingual French and English preferred as a bonus
- Experience in a remote or distributed team environment preferred as a bonus
Benefits
- Professional development opportunities
- New experiences and career growth
- Flexible, autonomous remote work
- Virtual interviews
- Inclusive and supportive hiring process
- Accommodation support during recruitment
- Mental wellness and inclusion commitment
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