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, weve 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, were proud of our unique DNA, which we call 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, its 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 were not satisfied with being average This role As a Payroll Support Consultant, youll 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. Your key focus areas will be: 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, clear communication, and strong product knowledge Enhancing the customer experience by contributing to process improvements, product feedback, and support documentation This will include 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 an.