Customer Support Expert

We are on a mission to simplify the hiring, HR, payroll and benefits process for businesses.

Our cutting-edge platform brings everything into one place, making it easier to manage your workforce.

Since our inception, we have grown significantly, achieving a $2 billion valuation and establishing ourselves in six countries globally. We now serve over 300,000 businesses and more than 2 million employees.

We pride ourselves on our unique approach, which we call The EH Way.

1. We are driven by our mission, ensuring that every decision we make aligns with our goals.
2. We champion remote work, embracing asynchronous communication and giving team members autonomy.
3. We utilize AI to accelerate our mission, recognizing its potential to drive innovation and growth.
4. We remain apolitical, avoiding any stance on social or political topics unless they directly impact our mission.
5. We embody our values at all times, demonstrating them in our actions and behavior.
6. We strive for excellence, setting high standards and expecting nothing but the best from ourselves.

This is a challenging opportunity to join our Customer Experience team as a Remote Support Specialist (Payroll). You will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero Payroll product.

In this role, you will focus on supporting customers to ensure accuracy and resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. The expected hours of the role are Monday to Friday from 8.30am to 5.30pm (PH local time).

• You will respond to and resolve customer tickets, calls, and queries related to the Employment Hero payroll Platform in a timely manner.
• You will assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
• You will proactively analyze 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.
• You will conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• You will escalate issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
• You will work with customers across multi-channels (email, chat, phone) to understand their organizational workflow and how the platform can support them to maximize their people processes.
• You will leverage 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)
• You will proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights.

To succeed in this role, you will need to embody The EH Way - operating with focus, agility, and an obsession with impact.

• You will bring 1-2 years experience with proven results in a fast-paced customer service/support environment across live chat and email.
• You will have relevant Australian payroll experience e.g. KeyPay/Employment Hero.
• You will have prior exposure to customer experience within a SaaS (Software as a Service) environment.
• You will have exposure to working in fluid, high-change, and high-velocity environments.
• You will possess problem-solving skills with a sound and thorough approach to troubleshooting.
• You will be able to manage competing priorities, working autonomously; requesting assistance where needed.
• You will have strong and polished verbal and written communication skills.

At Employment Hero, we don't just talk about a better way to work - we live it. Joining us 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, including a generous paternity leave policy, subsidized egg freezing, a WFH office expense budget, and outstanding learning & development opportunities.

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We celebrate diverse perspectives and experiences, inviting people of all backgrounds and identities to apply for this position.