Payroll Support Specialist — Remote & Impactful

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

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.