Employment Hero is looking for a Payroll Support Consultant to join our Customer Experience team. You will be responsible for ensuring the continued support and success of our customers after they implement our product, providing timely and accurate support to ensure payroll accuracy and build customer confidence.
What You'll Do
- Provide timely and accurate support to customers post go-live, ensuring payroll accuracy and confidence in using our platform.
- Resolve support tickets efficiently while delivering a high level of customer care and professionalism.
- Reduce ticket escalation volume through proactive troubleshooting, clear communication, and strong product knowledge.
- Enhance the customer experience by contributing to process improvements, product feedback, and support documentation.
- Support clients after they 'go-live' by guiding them through updates and troubleshooting, including award interpretation and platform configuration.
- Respond to and resolve customer tickets, calls, and queries related to the Employment Hero Platform in a timely manner.
- Collaborate with the wider squad and support team to provide best practice system use and education to customers.
- Proactively analyse product functionality and logic in detail to identify user error or system-related root causes.
- Conduct triage on customer support issues, assigning them to the appropriate team or resolving them directly.
- Manage client and team payroll escalations for customers.
- Assist with requirements gathering for post mortems and run internal support team workshops.
- Escalate issues related to bugs or product concerns in collaboration with Seniors, Team Leads, and the Product Team.
- Work with customers across multiple channels to understand their organizational workflow and how our platform can support them.
- Manage Problem Tickets with urgency and collaborate with key stakeholders to resolve them quickly.
- Leverage internal tools like ZenDesk and Salesforce for maintaining records, ticket investigations, and referencing customer interactions.
- Proactively contribute feature requests, process improvements, and help centre suggestions based on customer insights.
What We're Looking For
- 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 environment.
- An attitude that always puts your customer's needs first.
- Strong problem-solving skills with a thorough approach to troubleshooting.
- Ability to manage competing priorities, working autonomously while requesting assistance where needed.
- Strong and polished verbal and written communication skills.
Nice to Have
- Knowledge of EH Payroll or KeyPay is a plus.
Technical Stack
- ZenDesk
- Salesforce
Team & Environment
You will work within the Customer Experience team, collaborating closely with the wider squad and support team, as well as Seniors, Team Leads, and the Product Team.
Benefits & Compensation
- Work remotely, with the 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.
- Own ESOP in one of the world’s fastest-growing tech companies.
- Very generous paternity leave policy.
- Subsidised egg freezing.
- WFH office expense budget.
- Outstanding learning & development opportunities.
Work Mode
This is a remote-first role open to candidates based in Australia, New Zealand, Singapore, Malaysia, the UK, or Canada.
Employment Hero celebrates diverse perspectives and experiences, and we invite people of all backgrounds and identities to apply for this position.
