About Employment Hero
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, Recent Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300 000 businesses and more than 2 million employees.
The EH Way
- We are Mission First – everything we do is driven by our mission.
- We are Remote First – we champion a remote environment with asynchronous communication and a high degree of autonomy.
- We are AI First – we are committed to using AI to accelerate our mission; AI is fundamental to how we operate, innovate and scale.
- We are Apolitical – we do not take a position on political or social topics unless they relate 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 are not satisfied with being average.
This role
As a Payroll Support Consultant you will work within our Customer Experience team and be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. Your key focus areas will be:
- Providing timely and accurate support to customers post go‑live, ensuring payroll accuracy and confidence in using the EH platform.
- Resolving support tickets efficiently while maintaining a high level of customer care and professionalism.
- Reducing ticket escalation volume through proactive troubleshooting, clear communication and strong product knowledge.
- Enhancing the customer experience by contributing to process improvements, product feedback and support documentation.
This will include:
- Providing post‑go‑live support by walking clients through updates, troubleshooting and platform configuration.
- Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner.
- Collaborating with the wider squad and support team to provide best‑practice system use and education to all customers.
- Proactively analysing and understanding product functionality across the platform and identifying user errors or system logic related root causes.
- Triage customer support issues and assign or resolve where possible.
- Managing payroll escalations for our customers.
- Assisting with requirements gathering for post‑mortems and internal support team workshops.
- Escalating bugs or product logic concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
- Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processes.
- Managing problem tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible.
- Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments and complaints in accordance with service level agreements (SLAs).
- Proactively contributing feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.
Who you are
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:
- Relevant Australian and/or New Zealand payroll knowledge and industry experience.
- Previous experience setting up, implementing and/or administering payroll systems (knowledge of EH Payroll/KeyPay is a plus).
- Exposure to working in fluid, high‑change and high‑velocity environments.
- Prior customer experience within a SaaS environment.
- An attitude that always puts your customer’s needs first.
- Strong problem‑solving skills with a sound and thorough approach to troubleshooting.
- Ability to manage competing priorities, working autonomously and requesting assistance where needed.
- Strong, polished verbal and written communication skills.
What we can offer
- Remote work with flexibility to own your time and impact.
- Cutting‑edge tools to amplify your work, knowledge and outputs.
- A supportive network of ambitious, outcome‑driven colleagues who challenge you to do the best work of your life.
- Employee share options in a fast‑growing tech company.
- Access to a wide range of benefits, including generous paternity leave, subsidised egg freezing, 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 at employmenthero.com/legals/applicant-policy/.
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
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