Customer Care Consultant (HR) – Remote

Who we are

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.

The EH Way

• 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
• We Live by Our Values – we role model our values 100% of the time
• We Expect High Performance – we set a high standard

This role

As a Customer Care Consultant, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product.

Responsibilities

• 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
• Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers
• Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible
• Take on client and team HR escalations for our customers
• Assist with requirements gathering to run post mortems and run internal support team workshops
• Escalating issues related to bugs or product logic/functionality concerns as necessary
• Working with customers across multiple channels (email, chat, phone, screen share)
• Managing Problem Tickets with urgency and collaborating with key stakeholders
• Leveraging ZenDesk, Salesforce and other internal tools for maintaining records
• Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions

Who you are

• Relevant Australian and/or New Zealand Payroll knowledge and industry experience
• Previous experience in setting up, implementing and/or administrating payroll systems
• Exposure to working in fluid, high change and high velocity environments
• Prior exposure to customer experience within a SaaS (Software as a Service) environment
• An attitude that always puts your customer’s needs first
• Problem solving skills with a sound and thorough approach to troubleshooting
• Ability to manage competing priorities, working autonomously
• Strong and polished verbal and written communication skills

What we can offer

• Work remotely, with the flexibility to own your time and impact
• Access to cutting-edge tools
• Ambitious, outcome-driven colleagues
• ESOP (employee share options)
• Generous paternity leave policy, subsidised egg freezing, WFH office expense budget, and outstanding learning & development opportunities