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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.

Overview

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

Role





As a Payroll 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. We have a number of roles available including 12 month fixed term contract or permanent full time - please let us know your preference in the application questions.

- 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, transparent communication, and strong product knowledge
- Enhancing the customer experience by contributing to process improvements, product feedback, and support documentation

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 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 (email, chat, phone, 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, wh

📌 Payroll Support Consultant (Brisbane)
🏢 Employment Hero
📍 Brisbane