Payroll Customer Care Consultant – Remote (Australia)

Employment Hero; Sydney; Remote; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Remote work

Cutting-edge tools

Ambitious colleagues

ESOP (employee share options)

Generous parental leave

WFH office budget

Learning & development opportunities

Job summary

Employment Hero is seeking a Customer Care Consultant to join our Customer Experience team. You will support clients after go-live, resolve tickets, and analyze platform configurations to maximise customer success.

You’ll engage via email, chat, phone, and screen share to understand workflows and provide effective solutions. Ideal candidates have Australian payroll/financial services experience, SaaS customer support background, and comfort with AI tools in daily work.

Qualifications

• Relevant Australian Payroll or Financial Services industry experience.
• Prior exposure to customer experience within a SaaS environment.
• Experience setting up, implementing or administering payroll, HR or recruitment systems.
• Confident using AI tools (e.g., ChatGPT, Gemini, CoPilot) in workflow.
• Adaptable to fluid, high change and high velocity environments.
• Empathetic customer focus with strong problem-solving approach.

Responsibilities

• Support clients post go-live by guiding updates and configurations.
• Respond to and resolve tickets, calls and queries promptly.
• Work across email, chat, phone and screen share to map client workflows.
• Triages issues and assigns to teams or resolves where possible.
• Collaborate with the wider support team on best practices and education.
• Analyze product functionality and test changes to identify root causes.

Skills

Payroll experience

SaaS customer experience

AI tools proficiency

Strong communication

Tools

EH Payroll

KeyPay

QuickBooks Payroll

Job description

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since launching in 2014, we’ve grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

We are Mission First – Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate 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 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

This role

As a Customer Care 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.

This will include

• Support to clients after they ‘go-live’ by walking them through updates needed or how to troubleshoot in a variety of ways, such as platform configurations.
• Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner.
• 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.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Assist and collaborate with the wider 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.
• Take on client and team HR 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.
• 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, where warranted and using customer insights.

Who you are

To thrive at Employment Hero, you’ll need to embody The EH Way – operating with focus, agility, and an obsession with impact.

For this role, you’ll also bring

• Relevant Australian Payroll or Financial Services industry experience.
• Prior exposure to customer experience within a SaaS (Software as a Service) environment.
• Previous experience in setting up, implementing and/or administrating payroll, HR or Recruitment systems (knowledge of EH Payroll, KeyPay or QuickBooks Payroll is a plus!).
• Confident using AI tools such as ChatGPT, Gemini, CoPilot, Claude etc. in your flow of work.
• Exposure to working in fluid, high change and high velocity environments.
• Empathetic approach that always puts your customer’s needs first.
• Problem solving skills with a sound and thorough approach to technical troubleshooting.
• Ability to manage competing priorities, working autonomously; requesting assistance where needed.
• Strong and polished verbal and written communication skills.

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 the 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 who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes – a very generous parental leave policy.
• You’ll also have access to a wide range of benefits that includes – subsidised egg freezing (so you can make the choice that’s right for you, on your terms).
• You’ll also have access to a wide range of benefits that includes – a WFH office expense budget.
• You’ll also have access to a wide range of benefits that includes – outstanding learning & development opportunities.
• Annual Global Gathering – so far we’ve been to Thailand, Vietnam, Bali, Dubai and are excited to meet in Gold Coast in Australia in September 2026.

Privacy and AI Notices

We’re AI-first, so may use AI tools to review your applications and support our interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience. These tools do not replace human judgment and the final hiring decision sits with our team. We verify candidate identity and location as part of our hiring process.

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/.