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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
- We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
- We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
- 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
- We are 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
As a HR Support 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. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.
Responsibilities
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 platform configurationResponding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely mannerAssist and collaborate with the wider squad and support team to provide best practice system use and education to all our customersProactively analyse and understand product functionality and logic across the platform, testing to identify user errors, system issues, and root causes, while staying up to date with product changes and enhancementsConduct / triage customer support issues and assign to the appropriate team or resolve where possibleTake on client and team HR escalations for our customersAssist with requirements gathering to run post mortems and run internal support team workshopsEscalating issues related to bugs or product logic / functionality concerns as necessary, in collaboration with Seniors / Team Leads and the Product TeamWorking with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processesManaging Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possibleLeveraging 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 insightsWho You Are
Relevant HR industry experienceExposure to working in fluid, high change and high velocity environments.Prior exposure to customer experience within a SaaS (Software as a Service) environment (nice to have)An attitude that always puts your customer's needs firstProblem solving skills with a sound and thorough approach to troubleshootingAbility to manage competing priorities, working autonomously; requesting assistance where neededStrong and polished verbal and written communication skillsA tertiary degree in Human Resources and / or relevant qualification (nice to have)What We Can Offer
You will work remotely, with the flexibility to own your time and impactYou will access cutting‑edge tools to amplify your work, knowledge and outputsYou'll surround yourself with ambitious, outcome‑driven colleagues who challenge you to do the best work of your lifeYou'll own ESOP (employee share options) in one of the world's fastest‑growing tech companiesYou’ll also have access to a wide range of benefits that includes a very generous paternity 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 opportunitiesAt 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.
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
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