Manager, Client Service Support


Your Home Office, ON

Your Home Office, ON, CA
Your Home Office, ON
30+ days ago

We’re Canada’s largest 100% paperless & online Chartered Professional Accounting firm.


About Us: 

Our 90+ person remote team works closely together through online tools like Zoom and Slack.

We consider ourselves to be a customer service firm first and an accounting firm second. We’re incredibly focused on serving our customers and what matters to us is not the cut of your suit but how you approach problems, offer solutions, and contribute to the team. We don’t believe in billing by the hour and expect that everyone will contribute to providing value to our clients. Living by the 'best idea wins' rule seems to work well.


The Role:

This role will be responsible for being a key leader of the Client Service Support team, a shared services team at LiveCA, to deliver a client-centric journey while achieving a profitable outcome for LiveCA. You will play an integral role in completing engagement deliverables in addition to providing support to the larger Client Services Team (CST) to ensure project timelines and deliverables are met while creating a great client experience and maintaining a focus towards a sustainable, balanced workload for the team. 

This position is ideal for someone with the ability and interest to lead one of the Client Services Teams at LiveCA as the opportunity arises. You will work collaboratively with CST leadership across the Firm in support of client services for a wide range of customers and deliverables. You will have the opportunity to hone your technical and advisory skills, demonstrate effective project management and resource planning, and train and coach employees in the delivery of high-quality work and support to the team. 


Project Management

  • Staying current on deliverables to consistently meet deadlines and commitments to both clients and the LiveCA team.
  • Managing client expectations and adapting expectations or related jobs accordingly as circumstances arise.
  • Managing relationships with clients and key stakeholders.
  • Optimising and improving processes and the overall approach to work where necessary.
  • Ensuring the team is delivering on client commitments without consistent overtime.
  • Managing team expectations and requests, ensuring the goals of the individual, the team, and greater organization are appropriately balanced.
  • Resource planning, including proactively organizing the team to ensure it is efficiently meeting its current objectives, and adapting the plan in response to dynamic conditions or changing circumstances.
  • Plan and execute the redistribution of work amongst the team in light of future resources, such as adding a team member, or process changes determined at a firm-wide level.
  • Proactively identify and communicate future capacity requirements to the HR Manager, such as parental leaves or other anticipated changes in available resources, to ensure known or expected vacancies are addressed.
  • Provide excellent responsiveness to both clients and the team
  • Collaborate with CST leadership on support objectives such as engagement deliverables and other assistance provided to the Client Services Teams.
  • Collaborate with Tax Services team leadership on support objectives, including tax-related engagement deliverables and support provided to LiveCA clients across the firm, such as the annual personal tax and T5 slip projects.
  • Collaborate with leadership and other members of management, where required, on matters such as resource planning and firm-wide initiatives impacting the CST as a whole. 


Review & Advisory

Review work prepared by the team including, but not limited to:

  • Year-end compilation engagements, including financial statements and letters 
      • Management, investor, and board reporting, such as consolidated financial statements for corporate groups, budgets, cash flow forecasts, and other analyses as required
      • Corporate tax returns, including federal and provincial filings for clients operating across multiple jurisdictions
      • Federal and provincial sales tax returns
      • Personal tax returns 
  • T4s, T5s, and other relevant slips as required
  • Outgoing email communications as required (e.g. approve draft emails prepared by the team)
  • Collaborate with our tax team on completion of CRA audits, T1s, T5s, and other ad-hoc items as required.
  • Confidently lead routine client calls, including year-end, quarter-end, and monthly meetings, as well as non-routine calls involving more complex situations or issues.
  • Develop and present routine tax planning to clients such as tax estimates, remuneration planning, income splitting, and capital dividend planning.
  • Effectively oversee year-end assurance engagements and manage key stakeholder relationships such as the Board of Directors, investors, and banks.
  • Discuss with clients, at a general knowledge level, more complex tax scenarios such as corporate reorganizations and mergers and acquisitions, and gather information in support of qualifying tax engagement opportunities for our Tax Services team to scope further. 
  • Proactively identify the requirement for support from a Senior Manager, our Tax Team, Partner, and/or external advisors on matters such as transfer pricing, US sales tax, international tax, SR&ED, growth of a customer’s internal finance team, and related future hires, and tax planning opportunities.
  • Proactively address customers' issues and client feedback that arises.
  • Provide vacation and other short-term leave work coverage for colleagues, including CST Managers and/or Senior Managers, as directed by the Firm from time to time. 
  • Working with dynamic and growing clients, other related duties may be assigned in support of client needs.


Pricing & Scoping

  • Identify scoping opportunities for additional services such as special tax engagements, bookkeeping frequency, payroll services, accounts payable services, investor reporting, and new corporate entities.
  • Identify pricing opportunities in support of achieving an optimal balance of delivering on the engagement with customers and ensuring a profitable outcome for LiveCA.
  • Work alongside the Senior Manager and/or Partner to gain an understanding of customer pricing, which may include attending or, in some cases dependent on experience level, leading a pricing discussion with a customer.


Performance Management

  • Train and mentor employees in their career and skill development at LiveCA, including CPA Mentorship to our CPA students and providing opportunities to the team for growth in their roles.
  • Effectively deliver positive and constructive feedback to the team.
  • Continuously review the performance of the team and carry out periodic performance reviews.
  • Monitor the flow of communication and work between departments to identify opportunities for enhancing the performance of the greater organization, which includes providing opportunities for growth and professional development to employees.


The perks:

As we're a virtual firm, you'll be able to set your own hours and manage your own schedule. We operate in a results-only work environment so we value what you produce, not the time you spend doing it. As we move quite fast, you'll be able to grow and expand in the current role as we grow as well. You'll also gain access to a great benefits program (including a $2,000 health spending account), financial support for professional development courses, a stipend for cell phone/internet bills, and a shiny new Macbook. You'll also have your birthdays off. 

We'll provide you with education and support along the way and you'll be working with some pretty awesome people on our team who you'll get to know as part of the interview process before you say "yes".


As an ideal candidate, you have the following skills/experience:

  • Minimum 5 years relevant work experience including managerial experience in a public accounting environment.
  • Post-secondary diploma required, BComm or equivalent.
  • Achievement of a CPA designation required.
  • Knowledge of Canadian accounting frameworks (ASPE and IFRS), Canadian tax, and experience with assurance engagements is required.
  • Expert knowledge of, or demonstrated ability to quickly become comfortable with, various accounting programs, especially Xero and QuickBooks, is required.
  • A high degree of proficiency with Microsoft Office programs is required.
  • Proficient with Google Suite of applications.
  • Strong organizational skills and ability to multi-task competing priorities.
  • You have a passion for excellent client services.
  • Excellent interpersonal skills and demonstrated ability to work effectively with others towards a common goal.
  • Strong leadership skills with a proven ability to inspire, motivate and develop a high-performing team.

LiveCA is an equal opportunity employer, dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will accommodate applicants’ needs throughout the recruitment, assessment, and selection process. If selected to participate in the process, please inform the Company of the nature of any accommodation(s) that you may require.


You’ll be free to work within your own schedule - wherever, whenever - so long as the work gets done. Most of the team works a traditional 9-5 schedule, but if you need to take some time off for personal errands, just block it off on your calendar. With no in-office face-time and the responsibility of dealing directly with customers, we’re going to really need to trust you - which is why we’ve built in a diligent interview and probation process.


Our interview process is as follows: 

  1. Submit your application here
  2. A one-way video interview (3 super-simple questions)
  3. Interview with our HR Team
  4. Interview with one of the Partners
  5. Trial workdays (two full paid days working with us remotely to learn about the role and the team)
  6. Offer


We believe Canadians deserve a better experience with their accounting firm and hope you'll join us in this journey.

About the Company