Customer Care Consultant - Remote in Altrincham

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. 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

• Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) 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; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale
• Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
• Live by Our Values - we role model our values 100% of the time
• Expect High Performance - we set a high standard and we're not satisfied with being average

This role

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.

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:

• 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

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 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, 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/