Payroll Implementation Consultant (Self-Guided)
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.
We are a $2 billion valuation company with 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 is our unique DNA. We are:
- Mission First - everything we do is driven by our Mission
- Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
- AI First - we are committed to using AI to accelerate our mission
- 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
This role is for a Self-Guided Implementations Consultant. As a pivotal member of our team, you will provide strategic proactive support to our customers during their Self-Guided Implementations journey.
Your key focus areas will be to:
- Provide world-class customer service and implementation journey support
- Deliver customer service support across omni channels and in 1:1 formats
- Identify and share opportunities for improvement across all aspects of Self-Guided Implementations
This will include:
- Becoming an expert in the Employment Hero product
- Leveraging journey data to support customers in self-implementing with pace
- Having a solutions focus, seeking out opportunities to remove blockers and assist with adapting organizational processes
- Working with the broader Implementations and Customer Care Team to ensure a seamless customer journey
- Balancing technical troubleshooting and product navigation with product education
- Efficiently using systems, data, and insights to work across multiple customer implementations simultaneously
- Effectively managing customer objections, complaints, and churn requests
- Being the ‘voice of the customer’ and influencing future product development
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.
You will bring:
- 2-3 years of functional experience aligned to product focus, or experience equivalent to Australian and/or NZ Payroll processing, HR Knowledge
- Experience working in technical customer-facing teams, implementations, support or customer success roles
- Ability to diagnose and answer complex technical queries
- Ability to understand customer needs and provide support that meets them
- Understanding of performance and quality metrics, and the behaviors that influence them
- Thriving in a rapid-paced and high-volume environment, possessing a high level of intellectual curiosity, and having a goal-oriented mindset
- Experience working within an omni-channel environment and capability to deliver service 1:1
- Comfort in high-change environments and ability to easily pivot and adapt to achieve business and customer goals
What we can offer: At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means you will:
- Work remotely with flexibility to own your time and impact
- Access cutting-edge tools to amplify your work, knowledge, and outputs
- Surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
- Own ESOP (employee share options) in one of the world’s fastest-growing tech companies
- Have access to a wide range of benefits, including a very generous parental leave policy, subsidised egg freezing, a WFH office expense budget, and outstanding learning & development opportunities
Employment Hero celebrates diverse perspectives and experiences, and we invite people of all backgrounds and identities to apply for this position.
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📌 Payroll Implementation Consultant (Self-Guided)
🏢 Employment Hero
📍 City of Monash