Customer Tax Account Specialist

Accountabilities: Serve as the designated specialist for an assigned portfolio of Canadian payroll tax customers and maintain strong relationships through regular communication. Manage and resolve customer cases within established service-level agreements, ensuring accurate documentation and timely closure. Process Canadian payroll tax filings, remittances, and year-end activities, including T4, T4A, Relevé 1, and Relevé 2 forms and amendments. Apply knowledge of Canadian federal, provincial, and territorial payroll tax requirements, including CRA and Revenu Québec remittances, CPP/QPP, EI, QPIP, employer health taxes, and applicable workers' compensation requirements. Research and analyze payroll tax issues and provide thoughtful, practical solutions based on individual customer circumstances. Support customers by phone and lead customer-facing calls as needed. Respond to escalated cases from internal stakeholders and work with peers and customer teams to resolve complex requests. Maintain required accuracy, timeliness, quality, and productivity standards while following security procedures designed to protect confidential customer information. Manage multiple customers, competing priorities, and tax filing and year-end deadlines effectively. Follow established processes consistently while identifying opportunities for improvement and escalating systemic issues with appropriate context. Collaborate with colleagues and partner teams, contribute to shared objectives, and support knowledge sharing and mentorship within the team. Requirements High school diploma or equivalent is required. At least 2 years of Canadian payroll or payroll tax experience involving research, troubleshooting, and employee or customer support. Demonstrated knowledge of Canadian multi-jurisdiction payroll taxation, including CRA and Revenu Québec remittances, CPP/QPP, EI, QPIP, and T4, T4A, Relevé 1, and Relevé 2 year-end activities. Strong understanding of payroll tax calculations, reconciliations, and related financial concepts. Proven ability to manage multiple priorities, customers, and deadlines in a fast-paced environment. Comfortable communicating with customers by phone and leading customer calls when required. Strong written and verbal communication skills and a professional, consultative approach to customer service. Strong research, critical-thinking, troubleshooting, and problem-solving abilities. Excellent organizational skills and attention to detail. Ability to adapt to regulatory changes, customer requirements, system updates, and shifting workloads. Proficiency with Microsoft Office, particularly Outlook, Teams, and Excel, including pivot tables. Ability to collaborate effectively with peers and cross-functional teams while sharing expertise with less experienced colleagues. Experience with Workday Payroll or Workday Tax is preferred. PCP (Payroll Compliance Professional) or PLP (Payroll Leadership Professional) certification through the National Payroll Institute is an asset. Experience in an outsourcing or shared-services environment is preferred. Experience with Salesforce or similar case-management tools is an asset. Bilingual French and English communication skills are an asset. An associate degree or higher in Accounting, Business, or a related field is preferred. Benefits Full-time remote position for candidates based in the United States. Opportunity to work in a specialized Canadian payroll tax environment while supporting customers remotely. Values-driven culture that encourages innovative thinking, collaboration, fresh perspectives, and knowledge sharing. Professional development opportunities and ongoing learning. Opportunities for career growth and increased responsibility within a growing organization. Collaborative environment focused on service quality, continuous improvement, and operational excellence. Exposure to complex Canadian payroll tax matters across multiple jurisdictions. Opportunity to develop customer relationship, consultative, analytical, and technical payroll expertise.