Customer Care Consultant (Payroll) - Remote

Description

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since launching in 2014, we've grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.  

1. We are Mission First - Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission? 
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 
3. We are 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
4. We Live by Our Values - we role model our values 100% of the time
5. We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role 

As a Customer Care Consultant, you’ll be working within our Customer Support team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers and resolving customer queries and tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary via phone, tickets and sometimes live chat.

Current or prior experience working in payroll or financial services environments would be highly regarded for this role. As well as having exposure to working within HRIS or Accounting systems.

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 delivering 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

• 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
• 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 by maintaining comprehensive awareness of product changes and enhancements.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Take on client and team payroll 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, in collaboration with Seniors/Team Leads and the Product Team.
• Working with customers across multiple channels (phone, live chat, tickets, 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 contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.
• Actively use AI tools to handle customer queries more efficiently, streamline repetitive support tasks, and continuously find faster, smarter ways to resolve issues. Always looking for ways to improve the customer experience and how the team operates day to day.

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 is a benefit.
• current or prior experience working within financial services would be highly regarded.
• Previous experience in setting up, implementing and/or administrating systems (knowledge of EH Payroll/KeyPay is a plus!).
• 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; requesting assistance where needed.
• Strong and polished verbal and written communication skills.
• Genuinely enthusiastic about AI; you're already using it in your work and personal life, not just open to it. You bring a natural curiosity to finding new tools that improve how you work, and you see AI as a core part of delivering great customer support, not an afterthought.

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 (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities 
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali, Dubai and are excited to meet in Gold Coast in Australia in September 2026

Privacy and AI Notices

• We’re AI-first, so may use AI tools to review your applications and support our interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. These tools do not replace human judgment and the final hiring decision sits with our team.
• We verify candidate identity and location as part of our hiring process.
• Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
• At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/.