Payroll Coordinator

Lush Handmade Cosmetics•Etobicoke, ON

7d•Hybrid

About The Position

Lush North America supports retail and manufacturing operations across Canada and the United States. Payroll is a critical operational function, and we are hiring a Payroll Coordinator to help support the team during a transformation period. As our Payroll Coordinator, you’ll join the Payroll team during an important transformation period, helping keep day-to-day work moving by supporting ticket intake, triage, documentation, and lower-complexity payroll-related requests. This is an operational support role designed to reduce administrative volume for the broader payroll team while providing clear, responsive, and supportive service to employees, managers, and internal partners across the business. This role does not own end-to-end payroll processing or lead process improvement projects. Instead, you’ll help ensure routine requests are handled accurately, complete information is gathered, and tickets are routed efficiently so the team can deliver timely payroll support.

Requirements

2+ years of experience in payroll support, payroll operations, service desk coordination, administrative operations, or a similar role
Strong organizational skills and attention to detail
Experience managing a high volume of requests, cases, or tickets in a fast-paced environment
Strong written and verbal communication skills
Ability to follow established processes and escalate issues appropriately
Comfort working with sensitive and confidential employee information
Strong judgment in prioritizing tasks and handling deadlines
Proficiency with Microsoft Office and general comfort learning new systems

Nice To Haves

Exposure to payroll environments in Canada and/or the U.S.
Experience using ADP Workforce Now, SolarWinds Service Desk, and/or Greenhouse
Experience supporting onboarding, offboarding, or employee change processes
Experience working in retail, manufacturing, or other high-volume operational environments

Responsibilities

Handle lower-complexity payroll-related requests
Review incoming payroll tickets and determine whether they can be resolved directly or need to be escalated to appropriate payroll team member
Ensure tickets contain complete information before they move forward
Follow up on missing details or approvals needed to move requests along
Maintain clear and accurate updates within the ticketing system so requestors and internal teams understand status and next steps
Support payroll-related onboarding activities for Canada and U.S. hires including reviewing onboarding packages for completeness and follow up on missing information with Hiring Managers
Help ensure required documents and approvals are in place before payroll setup is completed
Support payroll-related employee changes such as job changes, rate changes, and similar requests, based on training and established processes
Support payroll-related termination workflows based on established procedures relating to documentation, approvals and timelines ensuring that required information is available for termination processing
Support administrative steps tied to offboarding requests and termination-related ticket handling
Assist with routine payroll questions and common requests from employees, managers, and internal stakeholders
Support the payroll team with administrative follow-up, documentation, and case coordination
Help maintain organized records and consistent case handling practices and escalating complex or high-risk issues when appropriate
Follow established payroll procedures, checklists, and team guidance
Support clean documentation and audit-ready recordkeeping within tickets and related workflows
Flag recurring issues, incomplete submissions, or process breakdowns to Payroll Supervisors
Contribute to a consistent and professional experience for internal stakeholders