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 — servicing over 300,000 businesses and more than 2 million employees. The EH Way describes our unique DNA and how we work: Mission First, Remote First, AI First, Apolitical, Living by Our Values, and High Performance.

We are committed to safeguarding the privacy of your application data. Employment Hero celebrates diverse perspectives and invites people of all backgrounds and identities to apply for this position.

Role overview

This role is for HR Support Consultants who partner with clients to ensure continued support and success after implementing our Employment Hero HR product. You will help ensure accuracy and compliance with HR and legislative conditions of employment, address customer issues with professionalism, and escalate to appropriate teams as needed.

Responsibilities

• Support customers post go-live by resolving HR-related queries with care, speed, and accuracy
• Drive confident HR platform adoption and usage by offering proactive guidance and compliance expertise
• Contribute to product and process improvements using customer feedback and insights
• Reduce HR support escalations by providing effective first-touch resolutions and knowledge sharing
• Provide post-go-live support by guiding updates, troubleshooting, award interpretation and platform configuration
• Respond to HR-related queries from internal support teammates and external clients via email, phone and the Employment Hero platform
• Take on client and team HR escalations for our customers
• Assist with requirements gathering to run post-mortems and internal support team workshops
• Coordinate with internal teams for successful delivery and troubleshoot client queries
• Collaborate with your team to lead HR platform adoption and meet client requests
• Help build and continually improve documentation and embrace new technologies to improve service for customers and the support team
• Identify and simplify processes to increase efficiency and client happiness

Qualifications and capabilities

• A background in HR or related field
• Experience in SaaS and customer support is preferred
• Experience setting up, implementing or administering HRIS/HCM systems
• Confident, engaging communicator able to build relationships with diverse stakeholders
• Well-organised with the ability to juggle multiple priorities and deadlines
• Customer-first mindset
• Ability to identify issues early and collaborate with the team to remove roadblocks
• Strong verbal and written communication skills
• High emotional intelligence and maturity

What we can offer

• Remote work with flexible time and impact
• Access to cutting-edge tools to amplify work and outputs
• Ambitious, outcome-driven colleagues who strive for excellence
• Employee share options (ESOP) in a fast-growing tech company
• Generous benefits including paternity leave, subsidised egg freezing, a WFH budget, and ongoing learning and development opportunities