Customer Care Consultant - Remote

Our Customer Care Consultants are partners to our clients and are responsible for gathering information and ensuring their continued support and success after implementing our Employment Hero HR/Payroll product. In this role, you will be supporting our customers to ensure accuracy and correctness of HR/Payroll compliance and legislative conditions of employment for our clients. Addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.
Your key focus areas will be
Supporting customers post go-live by resolving HR/Payroll-related queries with care, speed, and accuracy
Driving confident HR/Payroll platform adoption and usage by offering proactive guidance and compliance expertise
Contributing to ongoing product and process improvements using customer feedback and insights
Reducing HR/Payroll support escalations by providing effective first-touch resolutions and knowledge-sharing
This will include
You will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration
You will respond to HR/Payroll-related queries from internal support team members and external clients via email, phone and the Employment Hero platform
Take on client and team HR/Payroll escalations for our customers
Assist with requirements gathering to run post mortem's and run internal support team workshops
Assist with troubleshooting and client queries; coordinate with internal teams for successful delivery
You will work closely with your team of Support Consultants and lead the HR/Payroll platform adoption to meet each client's specific requests
You will help to build and continually improve documentation, and embrace new & existing technologies to improve the way we provide service, both for our customers and for our internal team of Support Consultants
You will be creative, aiming to simplify and improve processes to help team operations run more efficiently and increase client happiness.

To thrive at Employment Hero, you'll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you'll also bring:A background in HR/Payroll or related field is important
Experience working in SaaS and customer support is preferred
Previous experience in setting up, implementing or administering HRIS/HCM systems
A confident and engaging communicator who is comfortable building relationships with a variety of people
Well-organized approach to your work. You can juggle multiple priorities and deadlines
An attitude that always puts your customer's needs first
The ability to identify issues or problems early on and work collaboratively with your team to remove roadblocks and fix problems
Strong and polished verbal and written communication skills
High level of emotional intelligence and maturity
What we can offer

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.
Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.
The EH Way
At Employment Hero, we're proud of our unique DNA, which we call The EH Way. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale
We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
We Live by Our Values - we role model our values 100% of the time
We Expect High Performance - we set a high standard and we're not satisfied with being average, At Employment Hero, we don't just talk about a better way to work - we live it. Joining Employment Hero meansYou will work remotely, with the flexibility to own your time and impact
You will access cutting-edge tools to amplify your work, knowledge and outputs
You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies
You'll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidised egg freezing (so you can make the choice that's right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities
At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy