Customer Tax Account Specialist

Accountabilities: Act as the primary specialist for an assigned portfolio of Canadian payroll tax customers, establishing and maintaining effective relationships through regular communication. Manage and resolve customer cases each day within established service-level agreements, maintaining accurate documentation and ensuring timely case closure. Process Canadian payroll tax filings, remittances, and year-end activities, including T4, T4A, Relevé 1, and Relevé 2 forms and related amendments. Apply knowledge of 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. Support customers by phone and lead customer-facing calls when required, providing clear and practical guidance. Research, analyze, and troubleshoot customer-specific payroll tax issues and develop appropriate solutions. Respond to escalated cases from internal stakeholders and collaborate with customer teams and peers to resolve complex requests. Maintain accuracy, timeliness, quality, and productivity targets while consistently following established security and data-protection protocols. Identify process improvements and escalate recurring or systemic issues with appropriate context and recommendations. Share knowledge and best practices with colleagues and contribute to team objectives and service stability. Requirements High school diploma or equivalent is required. At least 2 years of Canadian payroll or payroll tax experience, including 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 year-end T4, T4A, Relevé 1, and Relevé 2 processes. Strong understanding of payroll tax calculations, reconciliations, and related financial concepts. Proven ability to manage multiple customers, competing priorities, and time-sensitive filing and year-end deadlines. Comfortable communicating with customers by phone and leading customer calls when required. Strong written and verbal communication skills, with a professional and consultative approach to customer service. Strong critical-thinking, research, troubleshooting, and problem-solving abilities. Excellent organizational skills and attention to accuracy and detail. Ability to adapt to regulatory updates, system changes, evolving customer requirements, and shifting workloads. Proficiency with Microsoft Office, particularly Outlook, Teams, and Excel, including the use of pivot tables. Ability to collaborate effectively with peers and cross-functional teams while sharing knowledge and supporting less experienced specialists. 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 platforms 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 Canada. Opportunity to work in a specialized Canadian payroll tax environment with exposure to complex multi-jurisdiction requirements. Customer-facing role offering opportunities to strengthen tax advisory, problem-solving, and relationship-management skills. Values-driven culture that encourages innovation, collaboration, fresh perspectives, and knowledge sharing. Opportunities for professional development, continuous learning, and career growth. Supportive environment with opportunities for increased responsibility and upward mobility. Flexible remote working arrangement. Opportunity to contribute to process improvements and broader service-delivery initiatives.