Customer Care Specialist

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 service over 300,000 businesses and more than 2 million employees. The EH Way defines how we work: Mission First, Remote First, AI First, Apolitical, We Live by Our Values, and High Performance.

Title: Customer Care Specialist (Remote from Philippines). You will be part of the Customer Experience team, responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero HR product. You will resolve customer tickets efficiently, address issues professionally, and escalate to appropriate teams as needed. The expected start time is Monday to Friday, 6am local PH time.

• Respond to and resolve customer tickets, calls and queries related to the Employment Hero HR Platform in a timely manner
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to customers
• Proactively analyse product functionality, understand platform logic, and test to identify user errors and root causes, staying aware of product changes and enhancements
• Conduct triage of customer support issues and assign to the appropriate team or resolve where possible
• Escalate bugs or product logic/functionality concerns as necessary, in collaboration with seniors/team leads
• Work with customers across multiple channels (email, chat, phone) to understand organisational workflow and how the platform can support people processes
• Use Zendesk, Salesforce and other internal tools to maintain records, investigate tickets, and reference customer interactions in accordance with SLAs
• Contribute feature requests and Help Centre suggestions based on customer insights

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:

• 1–2 years of experience in a fast-paced customer service/support environment across live chat and email
• Relevant Australian payroll experience (e.g., KeyPay/Employment Hero)
• Prior experience in a SaaS customer experience environment
• Exposure to working in fluid, high-change, high-velocity environments
• Strong problem solving and troubleshooting skills
• Ability to manage competing priorities and work autonomously, seeking help when needed
• Strong verbal and written communication skills

We offer a remote working environment with flexible hours, access to cutting-edge tools, and a collaborative, outcomes-driven team. You’ll have the opportunity to own ESOP (employee share options) and access a wide range of benefits, including generous paternity leave, egg freezing subsidy, a WFH office budget, and strong learning and development opportunities.

Employment Hero is committed to safeguarding the privacy of your application data. See our Applicant Privacy Policy at employmenthero.com/legals/applicant-policy/ and we celebrate diverse perspectives and experiences. We invite people of all backgrounds and identities to apply for this position.

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Technology, Information and Internet

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