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Summary:
- Employment Hero is a high-growth SaaS company offering HR, payroll, and benefits services to small and medium-sized businesses.
- The HR Customer Support Consultant role involves providing support and guidance to clients after they go live with the company’s HR and payroll products.
- The position involves assisting clients with updates, troubleshooting, and payroll/HR queries while ensuring customer satisfaction and accurate service delivery.
Responsibilities:
- Provide functional systems administration and support, managing system issues/incidents.
- Assist clients with post-go-live support, including troubleshooting and platform configuration.
- Handle client and team Payroll and HR escalations in a timely manner.
- Gather requirements, run post-mortems, and lead internal support workshops.
- Respond to payroll and HR-related queries via email, phone, live chat, and video calls.
- Build and improve service documentation and embrace new technologies for service improvement.
- Manage customer sentiment and scores across interactions, addressing any issues below benchmark.
- Gather product requirements and communicate them to the product squad.
- Review and improve service delivery processes.
- Drive continuous improvement initiatives across the business.
- Provide guidance and support to team members as a subject-matter expert.
Requirements:
- 3-5 years of experience in client-facing roles and processing.
- Experience in creating and maintaining educational content for new products.
- Payroll or HR experience to understand customer complexities.
- Previous experience in administering HR/payroll systems.
- Knowledge of different HRIS and payroll systems.
- Strong communication skills with an ability to build relationships.
- Knowledge of UK employment legislation and regulations.
- Well-organized and able to manage multiple priorities.
- Customer-focused attitude and problem-solving abilities.
- Ability to collaborate with teams to remove roadblocks and resolve issues.
Benefits:
- A generous budget for home office setup.
- Access to cutting-edge tools and technology.
- Reward and recognition programs.
- Learning and development opportunities, including an external study policy and live monthly professional development classrooms.
- Employee Share Option Program.
- Annual Global Gathering, with past events in Thailand, Vietnam, Bali, and Dubai in 2025.
