Remote Payroll Support Specialist

7 hours ago

Pasig, National Capital Region, Philippines beBeeCare Full time ₱2,500,000 - ₱4,500,000
Job Title

Customer Care Specialist (Payroll)

Role Overview

We are seeking a highly skilled Customer Care Specialist (Payroll) to join our team. As a key member of our Customer Experience team, you will be responsible for providing exceptional support to our customers, ensuring their continued success and satisfaction with our Employment Hero Payroll product.

Key Responsibilities
  1. Respond to and resolve customer tickets, calls, and queries related to the Employment Hero payroll Platform in a timely manner.
  2. Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
  3. Proactively analyze and understand product functionality across the platform and logic in detail; test in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
  4. Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
  5. Escalate issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
  6. Work with customers across multiple channels (email, chat, phone) to understand their organizational workflow and how the platform can support them to maximize their people processes.
  7. 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).
  8. Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights.
Requirements
  • 1-2 years experience with proven results in a fast-paced customer service/support environment across live chat and email.
  • Relevant Australian payroll experience, e.g., KeyPay/Employment Hero.
  • Prior exposure to customer experience within a SaaS (Software as a Service) environment.
  • Exposure to working in fluid, high-change, and high-velocity environments.
  • 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.
What We Offer
  • You will work remotely, with the flexibility to own your time and impact.
  • Access to cutting-edge tools to amplify your work, knowledge, and outputs.
  • Ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
  • Ownership of ESOP (employee share options) in one of the world's fastest-growing tech companies.
  • Access to a wide range of benefits, including a very generous paternity leave policy, subsidized egg freezing, a WFH office expense budget, and outstanding learning & development opportunities.

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