Overview
Who We Are
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
At Employment Hero, we're proud of our unique DNA, which we call The EH Way.
* We are Mission First - everything we do is driven by our Mission
* We are Remote First - we champion a remote environment with asynchronous communication and autonomy
* We are AI First - AI is 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 strive to be more than average
This role
Our HR Support Consultants are partners to our clients and are responsible for gathering information and ensuring their continued support and success after implementing our Employment Hero HR product. In this role, you will support our customers to ensure accuracy and correctness of HR compliance and legislative conditions of employment for our clients. You will address customer issues with professionalism and care, and escalate to the appropriate teams where necessary.
Your key focus areas
* Supporting customers post go-live by resolving HR-related queries with care, speed, and accuracy
* Driving confident HR platform adoption and usage by offering proactive guidance and compliance expertise
* Contributing to ongoing product and process improvements using customer feedback and insights
* Reducing HR support escalations by providing effective first-touch resolutions and knowledge-sharing
This will include
* You will provide support to clients after they go-live by walking them through updates or troubleshooting (e.g., award interpretation and platform configuration)
* You will respond to HR-related queries from internal support team members 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
* Assist with troubleshooting and client queries; coordinate with internal teams for successful delivery
* Work closely with a team of Support Consultants and lead HR platform adoption to meet each client\'s specific requests
* Help build and continually improve documentation, and embrace new and existing technologies to improve service for customers and internal teams
* Be creative, aiming to simplify and improve processes to help team operations run more efficiently and increase client happiness
Who You Are
To thrive at Employment Hero, you should embody The EH Way — operating with focus, agility, and impact. For this role, you'll also bring:
* A background in HR or related field
* Experience in SaaS and customer support is preferred
* Previous experience in setting up, implementing or administering HRIS/HCM systems
* A confident and engaging communicator who is comfortable building relationships
* Well-organised with the ability to juggle multiple priorities and deadlines
* An attitude that always puts the customer's needs first
* The ability to identify issues early and work with the team to resolve them
* Strong and polished verbal and written communication skills
* High emotional intelligence and maturity
What We Can Offer
At Employment Hero, we don’t just talk about a better way to work — we live it. Joining Employment Hero means:
* You will work remotely, with 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
* You'll own ESOP (employee share options) in one of the world\'s fastest-growing tech companies
* You will have access to benefits including generous paternity leave, subsidised egg freezing, a WFH office expense budget, and learning and development opportunities
Privacy and diversity notes: We are committed to safeguarding the privacy of your application data. Our Applicant Privacy Policy is available here: employmenthero.com/legals/applicant-policy/
Employment Hero celebrates diverse perspectives and experiences and invites people of all backgrounds and identities to apply for this position.
Additional
* Seniority level: Associate
* Employment type: Full-time
* Job function: Human Resources
* Industries: Technology, Information and Internet
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